Experienced Customer Support Associate for EAP Worklife Services - Remote Role with Flexible Scheduling (Sun-Thu 1:30pm-10:00pm EST)

Bring Your Heart to CVS Health: Join Our Team as an EAP Worklife Customer Support Associate

At CVS Health, our purpose is clear: we're dedicated to bringing our heart to every moment of your health. As a leader in the healthcare industry, we're committed to delivering enhanced human-centric health care that's personal, convenient, and affordable. Our Heart At Work Behaviors guide our actions, ensuring that we not only deliver exceptional services but also do so with empathy and care.

About the Role: EAP Worklife Customer Support Associate

We're seeking a highly skilled and compassionate Customer Support Associate to join our team as an EAP Worklife Customer Support Associate. This fully remote role offers the flexibility to work from anywhere in the U.S., with a schedule that includes Sunday to Thursday, 1:30 pm to 10:00 pm EST. As part of our 24/7 call center operation, you'll play a critical role in supporting our members' mental health wellbeing by providing timely and professional assistance.

Key Responsibilities

• Member Support:
  • Determine the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
  • Assess client needs, researching and articulately communicating information regarding pertinent EAP/Worklife services and resources.
  • Recognize crisis situations and evaluate for needed action to minimize risk.
  • Perform research in internal databases and online to identify potential providers and resources.
  • Enter member information into the appropriate EAP system, documenting comments and information thoroughly and professionally.
• Team Member Support:
  • Receive calls transferred from counselors, providing immediate member assistance.
  • Schedule appointments for members with counselors.
  • Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills.
  • Communicate effectively with all internal stakeholders.
  • Utilize relevant databases to research and identify validated, appropriate member resources.
• Compliance with Policies and Regulatory Standards:
  • Protect the confidentiality of member information, adhering to enterprise policies and EAP and Worklife policies and procedures.
  • Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Additional Responsibilities:
  • Proactively listen to members, anticipating their needs and 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 with or without limited management intervention.

Essential Qualifications

• 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, including Microsoft Office Suite (Word, Excel, Teams, etc.).
• High School Diploma or equivalent GED.

Preferred Qualifications

• 1 year of Behavioral Health experience.

Skills and Competencies Required for Success

To excel in this role, you'll need to possess excellent communication and interpersonal skills, with the ability to empathize with members and provide personalized support. Strong problem-solving skills, attention to detail, and the ability to work in a fast-paced environment are also essential. As a Customer Support Associate, you'll be expected to be proactive, taking ownership of member interactions and resolving issues efficiently.

Career Growth Opportunities and Learning Benefits

At CVS Health, we're committed to the growth and development of our colleagues. As a Customer Support Associate, you'll have access to various training programs, including free development courses, to enhance your skills and knowledge. Our comprehensive benefits package and opportunities for career advancement make us an attractive employer for those looking to build a long-term career in healthcare.

Work Environment and Company Culture

As a fully remote role, you'll have the flexibility to work from anywhere in the U.S., with a schedule that allows for a healthy work-life balance. Our company culture is built on our Heart At Work Behaviors, which emphasize the importance of empathy, compassion, and care in everything we do. We're committed to creating an inclusive and diverse work environment that supports the wellbeing of our colleagues and the communities we serve.

Compensation, Perks, and Benefits

The typical pay range for this role is $18.50 - $31.72 per hour, with opportunities for bonuses, commissions, or short-term incentives. Our comprehensive benefits package includes medical, dental, and vision benefits, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer numerous well-being programs, education assistance, and a CVS store discount, among other perks.

Why Join CVS Health?

By joining our team as an EAP Worklife Customer Support Associate, you'll be part of a dynamic organization that's shaping the future of healthcare. You'll have the opportunity to make a meaningful difference in the lives of our members, while developing your skills and advancing your career. If you're passionate about delivering exceptional customer service and are committed to making a positive impact, we encourage you to apply for this exciting opportunity.

CVS Health is an equal opportunities employer, committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We strive to provide equal access to the benefits and privileges of employment, including the provision of reasonable accommodations to perform essential job functions.

If you're ready to bring your heart to CVS Health and join our team as an EAP Worklife Customer Support Associate, we look forward to receiving your application.