Customer Service Representative - Employee Assistance Program (EAP) - Remote Work Opportunity with CVS Health

Join the CVS Health Team as a Customer Service Representative - Employee Assistance Program (EAP)

CVS Health is a leading healthcare company that is dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. We are seeking a compassionate and empathetic Customer Service Representative to join our Employee Assistance Program (EAP) team. As a Customer Service Representative, you will play a critical role in supporting the provision and use of our EAP services, providing exceptional support to our members, and embodying our company values.

About CVS Health

At CVS Health, we share a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric healthcare 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, empowering 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 healthcare more personal, convenient, and affordable.

Position Summary

We are seeking a highly skilled and compassionate Customer Service Representative to join our EAP team. As a Customer Service Representative, you will be responsible for providing exceptional support to our members, triaging calls, and connecting members with additional benefits and external resources. You will be the face of CVS Health, embodying our company values and providing a positive experience for our members.

Key Responsibilities:

• Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
• Take inbound calls and chats from members, providing exceptional support and resolving issues efficiently.
• Connect members with additional benefits and external resources, ensuring they receive the support they need.
• Support members with troubleshooting and de-escalating situations where needed, providing a positive experience.
• Embody CVS Core values in each interaction, demonstrating our company culture and values.
• Assess client needs, research, and articulate information regarding pertinent EAP services and resources.
• Recognize crisis situations and evaluate for needed action to minimize risk, ensuring member safety.
• Perform research in internal databases and online to identify potential providers and resources.
• Enter member information into the appropriate EAP system, initiating cases and documenting comments and information thoroughly and professionally.
• Receive calls transferred from counselors and provide immediate member assistance, ensuring seamless support.
• Schedule appointments for members with counselors, ensuring timely support.
• Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills.
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
• Ensure compliance with policies and regulatory standards, maintaining confidentiality and adhering to enterprise policies and EAP procedures.

Requirements and Qualifications

Essential Qualifications:

• 1+ year of experience in a call center environment, preferably in a social, psychological, or human service field.
• Technical requirements for personal residential internet service, including broadband or fiber internet with a minimum of 25mbps/3mbps.
• High School Diploma or equivalent required.

Preferred Qualifications:

• Mental health or human services background preferred.
• 1-3 years of healthcare experience preferred.

Skills and Competencies

To succeed in this role, you will need:

• Excellent communication and interpersonal skills, with the ability to empathize with members and provide exceptional support.
• Strong problem-solving and analytical skills, with the ability to triage calls and connect members with resources.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
• Strong attention to detail, with the ability to accurately document information and maintain confidentiality.
• Ability to embody CVS Core values and demonstrate our company culture.

Career Growth Opportunities and Learning Benefits

At CVS Health, we are committed to the growth and development of our employees. We offer:

• Comprehensive training programs, including a six-week training program for this role.
• Opportunities for career advancement and professional growth.
• Access to education assistance and free development courses.
• A CVS store discount and discount programs with participating partners.

Work Environment and Company Culture

We offer a unique and supportive work environment that prioritizes employee well-being and success. Our company culture is built on:

• A commitment to diversity, equity, and inclusion.
• A focus on employee engagement and empowerment.
• A culture of recognition and reward, acknowledging employee contributions.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• A competitive salary, with a pay range of $17.00 - $25.65 per hour.
• A full range of medical, dental, and vision benefits.
• Eligibility for a CVS Health bonus, commission, or short-term incentive program.
• A 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Fully-paid term life insurance and short-term and long-term disability benefits.
• Paid Time Off (PTO) and paid holidays throughout the calendar year.

Conclusion

If you are a compassionate and empathetic individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative - EAP, you will play a critical role in supporting the provision and use of our EAP services, providing exceptional support to our members, and embodying our company values. We look forward to hearing from you and exploring how you can join our team!

Apply now and bring your heart to CVS Health!

Apply Now