CVS Health

Customer Support Associate – Employee Assistance Program

CVS Health

full-time

Posted on:

Location Type: Remote

Location: Arizona • Idaho • United States

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Salary

💰 $19 - $39 per hour

About the role

  • Respond to incoming calls from individuals seeking emotional support or mental health resources; may expand to message and video chats in the future
  • Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence
  • Assess/Identify clinical risk and transfer member for clinical support
  • Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers
  • Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies
  • Takes direction to execute techniques, processes, and responsibilities
  • Determines purpose of call by actively listening and interacting with callers, triages call in a professional and timely manner
  • Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP/Worklife 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
  • Performs appropriate research in internal databases and online to identify potential providers and resources
  • Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
  • Communicates effectively with all internal stakeholders
  • Utilizes relevant Aetna databases to research and identify validated, appropriate member resources
  • Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Requirements

  • 1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication
  • 1 year Experience in a social, psychological or human service field providing client support
  • Strong verbal communication, emotional intelligence, and active listening skills; ability to remain composed and supportive during emotionally intense or crisis situations
  • Technologically proficient, including basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
  • Able to troubleshoot basic issues related to call center platforms, which may include video and chat modalities
  • Maintain a private, professional, and distraction-free workspace, be camera ready and supported by a reliable wired broadband or fiber internet connection (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted)
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 and many other benefits depending on eligibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client supportcall triagescreening toolsdocumentationresearchcase initiationcrisis interventionemotional supportEAP servicesbehavioral health
Soft Skills
verbal communicationemotional intelligenceactive listeningcomposuresupportivenessprofessionalismempathyproblem-solvinginterpersonal skillsadaptability