Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important… as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary
• Fully remote role. Work anywhere in the U.S.
• Shift: Sun-Thu 1:30pm-10:00pm EST
• Call center is a 24/7 operation.
• Holiday work is expected
• *Schedules may be adjusted based on business need

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.

Responsible for supporting the provision and use of Worklife, employee assistance and management consultant resources.
• 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.
• Recognizes crisis situations and evaluates for needed action to minimize 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.
• Team Member Support – Receive calls transferred from counselors and provides immediate member assistance.
• Schedules appointment for members with counselors.
• Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc.
• Communicates effectively with all internal stakeholders.
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.
• Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.
• Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion
• 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.

Required Qualifications
• 1 year of customer service and call center experience
• 1 year 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 year of Behavioral Health experience

Education
• High School Diploma or equivalent GED

Job Req transfer from workforce- 2536958BR

Pay Range

The typical pay range for this role is:

$18.50 – $31.72

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.