Note: The job is a remote job and is open to candidates in USA. CVS Health is committed to building a world of health around every individual, and they are seeking a Worklife Customer Support Associate to support their Employee Assistance Program. This role involves providing members with immediate access to mental health support and resources, while ensuring a safe and supportive environment for those in need.
Responsibilities
- Respond to incoming calls from individuals seeking emotional support or mental health resources; may expand to message and video chats in the future
- Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence
- Assess/Identify clinical risk and transfer member for clinical support
- Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers
- Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies
- Takes direction to execute techniques, processes, and responsibilities
- Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner
- Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources
- Uses screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk
- Performs appropriate research in internal databases and online to identify potential providers and resources
- Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
- Communicates effectively with all internal stakeholders
- Utilizes relevant Aetna databases to research and identify validated, appropriate member resources
- In the appropriate EAP system, maintaining an inventory of materials
- Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned
- Compliance with Policies and Regulatory Standards
- Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures
- Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements
- Proactively listens to members and anticipates their needs, taking full ownership of each member interaction
- Address inquires and resolve issues as a "single-point-of-contact" based on phone calls, digital and written correspondence
- Provide customized interaction based on customer preference and individualized needs
- Resolves complex issues without or with limited management intervention
- Administers structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately
- Identifies triggers for additional resources and support connections to such responses
- Assesses for social determinants/needs and offers and connects members with viable resources to address those needs
Skills
- 1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication
- 1 year Experience in a social, psychological or human service field providing client support
- Strong verbal communication, emotional intelligence, and active listening skills; ability to remain composed and supportive during emotionally intense or crisis situations
- Technologically proficient, including basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
- Able to troubleshoot basic issues related to call center platforms, which may include video and chat modalities
- Maintain a private, professional, and distraction-free workspace, be camera ready and supported by a reliable wired broadband or fiber internet connection (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted)
- High school diploma or equivalent required
- Experience using multiple systems and screens, call platforms, video and chat platforms (e.g.Five9, Microsoft Teams, or proprietary systems) in member-facing roles
- Experience working with the Behavioral Health population
- Bilingual or multilingual skills
- Bachelor's degree in psychology, social work, or related field preferred
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings
- Tobacco cessation and weight management programs
- Confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Company Overview
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