Worklife Customer Support Associate - Employee Assistance Program (Mon-Fri 11:00am-7:30pm EST)
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
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Position Summary
We are looking for high-performing individuals to join our team. This team will support members as their front-door to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs.
Position Summary
- Schedule: Monday - Friday 11:00am-7:30pm
- *Schedules may be adjusted based on business need
- Fully remote role. Work anywhere in the U.S.
- Call center is a 24/7 operation.
- Holiday work is expected
What you will do
- Responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits.
- Coordinates employee assistance, behavioral health benefits and employer resources.. Reviews member's needs and communicates information regarding relevant services and resources.
- Administers policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.
- Executes both routine and non-routine business support tasks for the Care Partner Program under limited supervision.
- Follows area protocols, standards, and policies to provide effective and timely support.
- Answers calls, understands call purpose, completes research to identify potential providers and resources, and enters member information into the appropriate system to initiate the case.
- Responds to member inquiries about services, requests, and resources for life skills.
- Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
- Takes direction to execute techniques, processes, and responsibilities.
Member Support
- 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.
Required Qualifications
- 1 year of customer service and call center experience
- 1 year Experience in a social, psychological or human service field providing client support.
- Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
Workspace Requirements
- Position is fully remote/WAH
- Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.
- Sitting in front of the computer with double monitors and a headset on
- Multitasking, often while speaking with our members
- Typing/documenting
- Utilizing intranet and other tools to assist with call handling, often in the moment
- Utilizing chats/IM during or in between calls for support
- Reading emails to stay up-to-date on important plan sponsor information, process changes, department information
- Need to be hardwired and have reliable internet
- Internet speed - Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps.
- Broadband or Fiber connection. Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet.
- Ensure provider sets up a 4 port modem. Employees use the 4th port for work internet
Preferred Qualifications
- 1 year of Behavioral Health experience
- Bachelor degree or equivalent experience
Education
- High school diploma or equivalent required.
Pay Range
The typical pay range for this role is:
$18.50 - $35.29
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
