Experienced EAP Worklife Customer Support Associate – Mental Health Wellbeing Services (Sun-Thu 1:30pm-10:00pm EST)
About Us
At CVS Health, we're dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple yet profound: Bringing our heart to every moment of your health. This guiding principle informs every aspect of our work, from the services we offer to the way we interact with our customers. We're committed to creating a culture that's centered on empathy, compassion, and a deep understanding of the complexities of human health.Our Mission
Our mission is to provide a seamless and supportive experience for our members, empowering them to take control of their mental wellbeing. We strive to deliver an integrated experience across the breadth of RFL, Behavioral Health, and Medical products, ensuring that every member and their families receive the right support for their unique needs.Job Summary
We're seeking a highly motivated and empathetic EAP Worklife Customer Support Associate to join our team. As a key member of our Mental Health Wellbeing Services team, you'll play a vital role in supporting our members as their front-door to mental health resources. This is a fully remote role, allowing you to work from anywhere in the U.S. and enjoy a flexible schedule that includes Sundays through Thursdays from 1:30pm to 10:00pm EST.Key Responsibilities
As an EAP Worklife Customer Support Associate, your primary responsibilities will include:- Member Support: Determine the purpose of each call by actively listening and interacting with callers, triage calls in a professional and timely manner, and assess client needs to provide accurate information regarding pertinent EAP/Worklife services and resources.
- Team Member Support: Receive calls transferred from counselors and provide immediate member assistance, schedule appointments for members with counselors, and assist team members with necessary activities to effectively respond to member inquiries and requests for services and resources.
- Compliance with Policies and Regulatory Standards: Protect the confidentiality of member information, adhere to enterprise policies, and EAP and Worklife policies and procedures, and maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
- Administrative Support: Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
Essential Qualifications
To be successful in this role, you'll need:- 1 year of customer service and call center experience
- 1 year of experience in a social, psychological, or human service field providing client support
- Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
- High School Diploma or equivalent GED
Preferred Qualifications
While not required, having 1 year of Behavioral Health experience would be an asset in this role.Career Growth Opportunities and Learning Benefits
At CVS Health, we're committed to helping our colleagues grow and develop their skills. As an EAP Worklife Customer Support Associate, you'll have access to:- Free development courses and training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment that encourages open communication and feedback
Work Environment and Company Culture
As a remote employee, you'll have the flexibility to work from anywhere in the U.S. and enjoy a flexible schedule that includes Sundays through Thursdays from 1:30pm to 10:00pm EST. Our company culture is centered on empathy, compassion, and a deep understanding of the complexities of human health. We're committed to creating a workplace that's inclusive, diverse, and supportive of our colleagues' well-being.Compensation, Perks, and Benefits
As an EAP Worklife Customer Support Associate, you'll enjoy:- A competitive hourly rate of $18.50 - $31.72, depending on experience and qualifications
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) retirement savings plan and Employee Stock Purchase Plan
- A fully-paid term life insurance plan and short-term and long-term disability benefits
- Access to numerous well-being programs, education assistance, and a CVS store discount
- Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year