Assistance Program Worklife Customer Support Associate

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

The Employee Assistance Program Worklife Customer Support Associate position is fully remote, with the ability to work from anywhere in the continental United States. This is a call center role, operating 24 hours a day, 7 days a week. As a result, you will be expected to work on some holidays, and schedules may be adjusted based upon business need.

• Determine the purpose of call by actively listening and interacting with callers; triage call in a professional and timely manner.
• Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources.
• Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including for members in crisis and at risk.
• Perform appropriate research in internal databases and online, in order to identify potential providers and resources.
• Enter member information into the appropriate EAP system, in order to initiate the case; document comments and information thoroughly and professionally.
• Communicate effectively with all internal stakeholders.
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
• In the appropriate EAP system, maintain an inventory of materials.
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
• Maintain compliance with policies and regulatory standards.
• Protect the confidentiality of member information and adhere to enterprise policies, as well as EAP and Worklife policies and procedures.
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Proactively listen to members and anticipate their needs, taking full ownership of each member interaction.
• Address inquiries 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. Resolve complex issues without or with limited management intervention.
• Administer structured pre-screening assessment based on triggers, in order to assure urgent needs are directed appropriately.
• Identify triggers for additional resources and support connections to such responses.
• Assess for social determinants/needs & offers, and connect members with viable resources to address those needs.

• Must have access to a separate workspace, free from distraction, in a room with a door that closes.
• Please note that this position largely involves sitting in front of a computer with double monitors and a headset on, multitasking while speaking with members, as well as typing and documenting. Also consistently reading emails to stay up-to-date on pertinent information.
• Must be able to utilize intranet and other tools to assist with call handling, often in the moment, as well as chats/Instant Messaging ( IM ) during or in between calls.
• Must be able to hardwire computer into modem, as well as possess reliable internet, with a minimum Download Speed of 400mpbs and Upload speed between 10-20mbps.
• Must have broadband or fiber connection, as well as ability to set up a 4-port modem.

• 1 year of experience in a medical or healthcare-related call center environment.
• 1 year of experience in a social, psychological, or human service field providing client support.
• Basic proficiency with Microsoft Office Suite (i.e. Word, Excel, Teams, etc.)
• Ability to work Monday-Friday from 8:00am-4:30pm Eastern Standard Time.

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