Worklife Customer Support Associate - Employee Assistance Program (Shift: Wednesday-Sunday)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

This is a fully remote position open to candidates located anywhere in the U.S., working Saturday - Wednesday from 8:30 AM-5:00 PM ET, with schedules subject to business needs; as part of a 24/7 contact center operation, occasional holiday coverage may be required.

We are looking for high-performing individuals to join our Care Partner/Employee Assistance Program (EAP) team! This team supports members as their front-door to Mental Health Wellbeing and will be responsible for supporting the provision and use of employee assistance benefits, employer benefits, and behavioral health benefits. Our goal is to deliver an elite, integrated experience across the breadth of RFL, Behavioral Health and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs.

• →Respond to member inquiries and provide support through phone, video, and live chat.
• →Assess member needs and connect individuals to appropriate behavioral health, employee assistance, and community resources.
• →Provide information, guidance, referrals, and benefit education.
• →Recognize warning signs, de-escalate challenging situations, and facilitate clinical transfers when appropriate.
• →Support members and their families while adhering to program policies and service standards.
• →Accurately document interactions and maintain confidentiality.
• →Navigate multiple systems simultaneously in a fast-paced, service-focused environment.

• 1-2 years of experience in a call center, help line, customer support, or similar virtual service environment.
• 1 year Experience in a social, psychological or human service field providing client support.
• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
• Reliable, hardwired broadband or fiber internet connection required.

• 1 year of Behavioral Health experience.
• Bachelor degree preferred.

• High school diploma or equivalent required. 

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.