Clinical Counselor - Assistance Program; Shift EST

We’re building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Aetna Mental Well-being is reimagining how mental health is delivered with a unified, tech-enabled approach for our best-in-class Employee Assistance Program (EAP), Resources for Living. The EAP Clinical Counselor plays a vital role in Aetna Mental Well Being’s commitment to delivering timely, high-quality mental health care. This position transforms access to mental health support by providing members with an immediate, 24/7 connection via video, live chat, or phone.

We are seeking candidates who share our passion for delivering industry-leading mental health services to people nationwide Fully remote in the USA.

Shift: Wednesday
- Sunday 7:30pm - 4:00 am EST

The EAP Clinical Counselor provides on-demand, single-session consultations, including clinical assessments, safety planning, triage, and informational support. This role delivers care through phone, video, and chat using advanced technology platforms, while multitasking in a fast-paced environment with real-time documentation and system navigation. The position ensures accurate, compliant recordkeeping and maintains strict confidentiality in accordance with EAP and enterprise policies.

• Deliver on-demand single session consultations, clinical assessments, action and safety plans, triage, and informational services.
• Leverage advanced technology platforms to enhance customer experience, ensuring optimal outcomes by connecting members to the right solutions at the right time to meet their needs.
• Support members in their preferred communication modality, whether via phone, video, or chat, for personalized and effective care.
• Type and document information accurately and in real time.
• Utilize intranet systems and other tools to support call handling, often in the moment.
• Use chat and instant messaging tools during or between calls for team support.
• Review email communications to stay up to date on important plan sponsor information, process changes, department information, Multitask effectively while engaging with members.
• Protect the confidentiality of member information and adheres to enterprise and EAP confidentiality policies.
• Maintain accurate, complete, and timely documentation that meets regulatory and risk management requirements.

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.
• 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.

• 1+ years of crisis intervention experience.
• Valid unrestricted independent professional behavioral health clinical license to practice per state regulations in the state they reside in/ one or more or equivalent is required: LPC, LMFT, LCSW, LMHC, LCMHC, LICSW, LISW, Clinical Psychologist.
• 24x7x365 call center coverage needed, holiday coverage may be required.