Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday 9:00 AM-5:30 PM EST)

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 join our Care Partner/Employee Assistance Program (EAP) team! This team supports members as their front-door to Mental Health Wellbeing and will be responsible for supporting the provision and use of employee assistance benefits, employer benefits, and behavioral health benefits. Our goal is to deliver an elite, 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.

Role Overview

• Schedule: Monday-Friday 9:00AM-5:30 PM EST
• *Schedules may be adjusted based on business need
• Fully remote role and is able to work anywhere in the U.S.
• Call center is a 24/7 operation.
• Some Holiday work is required

What you will do

• Handling inbound calls from members and customer leadership in a high volume, fast paced call center environment.
• Executes both routine and non-routine business support tasks including administrative support, follow-up calls, and other duties as assigned for the Care Partner Program.
• Follows area protocols, standards, and policies to provide effective and timely support.
• Maintains accurate and complete internal documentation of required information in each relevant system.
• Compliance with Policies and Regulatory Standards.
• Takes direction to execute techniques, processes, and responsibilities.
• Adheres to performance metrics including quality, call handling time and customer satisfaction expectations.
• 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

Member Support

• Protects the confidentiality of member information and adheres to enterprise policies.
• Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner taking full ownership of each member interaction.
• Provides an elite quality, customized experience based on customer preference and individualized needs.
• Assesses for social determinants/needs; researches and articulately communicates information regarding pertinent 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.
• Address inquires and resolve issues as a "single-point-of contact" based on phone calls, digital and written correspondence.
• Resolves complex issues with & without management intervention.
• Communicates effectively with all internal stakeholders.

Required Qualifications  

• 1 year of customer service and call center experience
• 1 year Experience in a social, psychological or human service field providing client support.
• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)

Workspace Requirements

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.
• May not provide dependent care to others during work hours.
• Sitting in front of the computer with double monitors and a headset on.
• Need to be hardwired and have reliable internet.
• 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.

Preferred Qualifications  

• 1 year of Behavioral Health experience
• Bachelor degree or equivalent experience
• Call Center experience

Education  

• High school diploma or equivalent required. 

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.