Worklife Customer Support Associate - Employee Assistance Program

CVS Pharmacy; New York (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

CVS Pharmacy is seeking passionate individuals to support mental health wellness as part of a dedicated team. This fully remote role involves assisting clients with behavioral health needs and requires strong customer service skills. You will coordinate resources and ensure that all members receive the right support based on their unique needs.

Benefits

Affordable medical plan options

401(k) plan with company contributions

Employee stock purchase plan

Flexible work schedules

Tuition assistance

Qualifications

• 1+ years of customer service experience in a call center environment.
• 1+ years experience in a social, psychological or human service field providing client support.
• Basic computer knowledge.

Responsibilities

• Supports the provision and use of employee assistance and behavioral health benefits.
• Coordinates client support and communicates relevant services.
• Maintains accurate internal documentation and addresses inquiries.

Skills

Customer service

Active listening

Communication

Education

High school diploma or GED

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

Teams

Job description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary
We are looking for high-performing individuals to join our team. This team will support members as their front-door to Mental Health Wellbeing. Our goal is to deliver an 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.

Position Overview

• Schedule: Sunday - Thursday 3:00pm-11:30pm EST.

• Schedules may be adjusted based on business need.

• Fully remote role.

• Call center is a 24/7 operation.

• Holiday work is expected.

What you will do

• Responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits.

• Coordinates employee assistance, behavioral health benefits and employer resources.

• Reviews member's needs and communicates information regarding relevant services and resources.

• Administers policies and procedures for the Employee Assistance Program Worklife area to support organizational objectives.

• Executes both routine and non-routine business support tasks for the Care Partner Program under limited supervision.

• Follows area protocols, standards, and policies to provide effective and timely support.

• Answers calls, understands call purpose, completes research to identify potential providers and resources, and enters member information into the appropriate system to initiate the case.

• Responds to member inquiries about services, requests, and resources for life skills.

• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

• Takes direction to execute techniques, processes, and responsibilities.

Member Support

• Determines purpose of call by actively listening and interacting with callers, triages call in a 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.

• In the appropriate EAP system, maintaining an inventory of materials.

• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.

• Compliance with Policies and Regulatory Standards

• Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.

• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

• Proactively listens to members and anticipates their needs, taking full ownership of each member interaction.

• Address inquires 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.

• Resolves complex issues without or with limited management intervention.

• Administers structured pre-screening assessment based on triggers to assure urgent needs are directed appropriately.

• Identifies triggers for additional resources and support connections to such responses.

• Assesses for social determinants/needs and offers and connects members with viable resources to address those needs.

Workspace Requirements

• Must have a separate workspace, free from distraction, in a room with a door that closes, to maintain member privacy.

• Sitting in front of the computer with double monitors and a headset on.

• Multitasking, often while speaking with our members.

• Typing/documenting.

• Utilizing intranet and other tools to assist with call handling, often in the moment.

• Utilizing chats/IM during or in between calls for support.

• Reading emails to stay up-to-date on important plan sponsor information, process changes, department information.

• Need to be hardwired and have reliable internet.

• Internet speed - Home Internet Download Speed to be a minimum of 400mbps and Upload speed between 10-20mbps.

• Broadband or Fiber connection. Using DSL (satellite), Cellular internet (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular to name a few) use cell towers or a satellite and not a direct cable to provide internet.

• Ensure provider sets up a 4 port modem. Employees use the 4th port for work internet

Required Qualifications

• 1+ years of customer service experience in a call center environment.

• 1+ years experience in a social, psychological or human service field providing client support.

• Basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.).

Preferred Qualifications

• 1+ years of Behavioral Health specific experience.

• Bachelor's degree or equivalent experience.

Education

• High school diploma or GED.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $42.35

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.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including 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.

For more information, visithttps://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/30/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.