Employee Assistance Program Customer Support Associate
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Louisiana, Mississippi, Montana, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $42 per hour
Job Level
JuniorMid-Level
About the role
- 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 anticipates 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.
Requirements
- 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
- Preferred Qualifications: 1 year of experience in behavioral health
- Bachelor’s degree or higher
- Strong empathy and communication skills
- Excellent organization and time management
- Detail-oriented nature
- Ability to receive and apply constructive criticism, in an effort to maintain continuous performance improvement
- Strong collaboration skills.
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs
- Confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client supportscreening toolscase documentationpre-screening assessmentrisk managementsocial determinantsbehavioral health
Soft skills
active listeningcommunicationempathyorganizationtime managementdetail-orientedcollaborationconstructive criticism