Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday 8am-4:30pm est)

CVS Health

21d•$19 - $39•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. 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. A Brief Overview 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. 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. Position Summary 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 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).
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.
Must have reliable internet and need to be hardwired into internet modem (wifi not supported).
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.
High school diploma or equivalent required.

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 preferred.

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.
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.

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.

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