Worklife Customer Support Associate - Employee Assistance Program (2nd Shift)

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care 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. We want 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 health care more personal, convenient and affordable.

We are looking for high-performing individuals to deliver an enhanced customer service experience, to join our team. This team will support members as their front-door to Mental Health Wellbeing. The Chat Specialist Agent will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs. The agent will support the chat automation process to ensure the members are led to a successful service to fulfill the inquires presented. The agent will work seamlessly with the AI chatbot to deliver a combination of human interaction and AI transaction.

Role Overview

• Schedule: Sunday–Wednesday 3:30pm–2:00am EST 
• *Schedules may be adjusted based on business need
• Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST
• Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday.
• Fully remote role and is able to work anywhere in the U.S.

What you will do

• Promptly responds incoming chats within the standard greeting approved timeframe.
• Determines purpose of incoming chat by focusing on the members written messages and interacting with callers and provides resources through chat and email. 
• Assesses client’s needs; researches and structures communication by information members regarding pertinent EAP/Worklife services and resources. 
• Recognizes crisis situations and evaluates for needed action to minimize 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. Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Agent will triage calls in a in a professional and timely manner if needed. 
• Communicates effectively with all internal stakeholders. 
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services. 
• 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. 
• Resolves complex issues without or with limited management intervention.
• Outreach Providers to link services requested by members. 

Required Qualifications

• 1-3 years experience in customer service experience.
• Basic computer knowledge.
• Proficiency in all Microsoft Office products

Workspace Requirements

• Technical Requirement for personal residential internet service. Recommended Technical requirements when obtaining your own residential internet service:
• Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).
• Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.  
• Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected.  Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.

Preferred Qualifications

• Experience in a call center environment.
• Mental health and human services background preferred
• ​Experience working in RFL/Employee Assistance Program
• Associate's or bachelor’s degree in a social, psychological or human service field or equivalent experience preferred

Education

• High School Diploma

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.