Care Partner - Employee Assistance Program (Monday-Friday 8:00am-4:30pm EST)

CVS Health

1d • $19 - $42 • Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary Aetna Mental Well-being is reimagining how mental health is delivered with a unified, tech-enabled approach for our best-in-class Employee Assistance Program (EAP), Resources for Living. The Care Partner plays a vital role in Aetna Mental Wellbeing’s commitment to delivering timely, high-quality mental health care. This position transforms access to mental health support by providing members with an immediate, 24/7 connection via video, live chat, or phone. We are seeking candidates who share our passion for delivering industry-leading mental health services to people nationwide. We offer real-time support and connect members to vital resources including behavioral health benefits and employer resources. You'll offer crucial frontline support, identifying warning signs, de-escalating situations, and referring members to their benefits as well as our team of clinicians. Ideal for those with strong interpersonal skills, a passion for mental wellness advocacy, and comfort with digital platforms in a fast-paced, emotionally sensitive setting. Position Overview: Monday-Friday 8:00am-4:30pm EST. Fully remote role - work anywhere in the U.S. Call center is a 24/7 operation. Holiday work is expected. Schedules may be adjusted based on business need.

Requirements

• 1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication.
• 1-2 years of experience in a social, psychological, or human service field providing client support.
• Technologically proficient, including basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
• Strong verbal communication, emotional intelligence, and active listening skills; ability to remain composed and supportive during emotionally intense or crisis situations.
• 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).

Nice To Haves

• 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.

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.
• Take direction to execute techniques, processes, and responsibilities.
• Determine purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner.
• Assess client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.
• Use screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at risk.
• Perform appropriate research in internal databases and online to identify potential providers and resources.
• Enter member information into the appropriate EAP system to initiate the case and documents 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, maintaining an inventory of materials.
• Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
• Protect the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
• Maintain 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.
• Resolve complex issues without or with limited management intervention.
• Administer structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately.
• Identify triggers for additional resources and support connections to such responses.
• Assess for social determinants/needs and offers and connects members with viable resources to address those needs.

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED