[Remote] Employee Assistance Program Worklife Customer Support Associate

Note: The job is a remote job and is open to candidates in USA. CVS Health is the nation’s leading health solutions company, reaching millions of Americans through local presence and digital channels. The Employee Assistance Program Worklife Customer Support Associate will support members by providing integrated experiences across mental health and wellbeing services, ensuring they receive the necessary support for their unique needs.

Responsibilities

• Determine the purpose of call by actively listening and interacting with callers; triage call in a professional and timely manner
• Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources
• Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including for members in crisis and at risk
• Perform appropriate research in internal databases and online, in order to identify potential providers and resources
• Enter member information into the appropriate EAP system, in order to initiate the case; document comments and information thoroughly and professionally
• Communicate effectively with all internal stakeholders
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources
• In the appropriate EAP system, maintain an inventory of materials
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
• Maintain compliance with policies and regulatory standards
• Protect the confidentiality of member information and adhere to enterprise policies, as well as EAP and Worklife policies and procedures
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Proactively listen 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. Resolve complex issues without or with limited management intervention
• Administer structured pre-screening assessment based on triggers, in order to assure urgent needs are directed appropriately
• Identify triggers for additional resources and support connections to such responses
• Assess for social determinants/needs & offers, and connect members with viable resources to address those needs

Skills

• 1 year of experience in a medical or healthcare-related call center environment
• 1 year of experience in a social, psychological, or human service field providing client support
• Basic proficiency with Microsoft Office Suite (i.e. Word, Excel, Teams, etc.)
• Ability to work Monday-Friday from 8:00am-4:30pm Eastern Standard Time
• High school diploma or GED
• 1 year of experience in behavioral health
• Bachelor's degree or higher
• Strong empathy and communication skills
• Excellent organization and time management
• Detail-oriented nature
• Ability to receive and apply constructive criticism, in an effort to maintain continuous performance improvement
• Strong collaboration skills

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
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Company Overview