Note: The job is a remote job and is open to candidates in USA. CVS Health is dedicated to building a world of health around every individual, and they are seeking a Worklife Customer Support Associate to provide essential support for their Employee Assistance Program. This role involves responding to calls for mental health resources, assessing client needs, and connecting members to appropriate services in a compassionate and supportive manner.
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
- Compliance with Policies and Regulatory Standards
- 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
Skills
- 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)
- High school diploma or equivalent required
- 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
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
CVS Health is a health solutions company that provides an integrated healthcare services to its members. It was founded in 1963, and is headquartered in Woonsocket, Rhode Island, USA, with a workforce of 10001+ employees. Its website is https://www.cvshealth.com/.
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