Transforming Healthcare through Compassionate Customer Support
At CVS Health, our purpose is clear: we're dedicated to bringing our heart to every moment of your health. As a leader in the healthcare industry, we're committed to delivering enhanced human-centric health care that's both personal and convenient. Our team is driven by a shared vision of transforming our culture and accelerating innovation to make a meaningful difference in the lives of our members.About the Role: EAP Worklife Customer Support Associate
We're seeking a high-performing Customer Support Associate to join our team as the front-door to Mental Health Wellbeing for our members. As an EAP Worklife Customer Support Associate, you'll play a vital role in delivering an integrated experience across our services, ensuring that every member and their family receives the right support for their unique mental wellbeing needs. This fully remote role offers the flexibility to work from anywhere in the U.S., with a schedule that includes Sunday to Thursday, 1:30 pm - 10:00 pm EST.Key Responsibilities
- Member Support:
- Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
- Assess client needs; research and articulate information regarding pertinent EAP/Worklife services and resources.
- Recognize crisis situations and evaluate for needed action to minimize risk.
- Perform research in internal databases and online to identify potential providers and resources.
- Enter member information into the EAP system, documenting comments and information thoroughly and professionally.
- Team Member Support:
- Receive calls transferred from counselors and provide immediate member assistance.
- Schedule appointments for members with counselors.
- Assist team members with necessary activities to effectively respond to member inquiries and requests.
- Utilize relevant databases to research and identify validated member resources.
- Make outbound calls to identify and assist with securing member resources and/or services.
- Compliance and Administrative Support:
- Protect member confidentiality and adhere to enterprise policies and EAP/Worklife procedures.
- Maintain accurate and complete internal documentation that meets risk management and regulatory requirements.
- Provide administrative support, follow-up calls, and other duties as assigned.
Qualifications and Skills
Required Qualifications:
- 1 year of customer service and call center experience.
- 1 year of experience in a social, psychological, or human service field providing client support.
- Basic computer knowledge, including Microsoft Office Suite (Word, Excel, Teams, etc.).
- High School Diploma or equivalent GED.
Preferred Qualifications:
- 1 year of Behavioral Health experience.
Essential Skills and Competencies:
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment.
- Strong problem-solving and analytical skills.
- Empathy and understanding in supporting members with diverse needs.
- Proficiency in managing multiple tasks and priorities.
Career Growth and Learning Benefits
At CVS Health, we're committed to the growth and development of our colleagues. As an EAP Worklife Customer Support Associate, you'll have opportunities to:
- Develop your skills in customer support, behavioral health, and EAP services.
- Advance your career within the company, with opportunities for professional growth and leadership development.
- Participate in training and development programs to enhance your knowledge and expertise.
Work Environment and Company Culture
As a fully remote role, you'll enjoy the flexibility to work from anywhere in the U.S. Our company culture is built on a foundation of compassion, innovation, and collaboration. We're committed to:
- Fostering a diverse and inclusive work environment that values individual perspectives.
- Promoting work-life balance and supporting the well-being of our colleagues.
- Encouraging innovation and creativity in our work.
Compensation and Benefits
The typical pay range for this role is $18.50 - $31.72 per hour. In addition to your compensation, you'll enjoy a comprehensive benefits package, including:
- Medical, dental, and vision benefits.
- 401(k) retirement savings plan and Employee Stock Purchase Plan.
- Term life insurance and disability benefits.
- Well-being programs, education assistance, and free development courses.
- CVS store discount and discount programs with participating partners.
- Paid Time Off (PTO) and paid holidays.
Join Our Team: Apply Now!
If you're passionate about delivering compassionate customer support and are committed to making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. As an EAP Worklife Customer Support Associate at CVS Health, you'll be part of a dynamic team that's transforming healthcare through innovation and care. Apply now and join our mission to bring our heart to every moment of your health.
Apply Now