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Job Details

CVS Health

Employee Assistance Program Worklife Customer Support Associate





California, United States

Job Description
Candidates must reside in CA.

Available Shift: Monday-Friday 8:00-5:00 PST

- 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.

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 33.65

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications
- At least 6 months of experience in a customer service

COVID Requirements

COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Preferred Qualifications
- Strong customer service skills to coordinate service
delivery including attention to customers, sensitivity to
issues, proactive identification and resolution of issues to
promote positive outcomes for members.
- Computer literacy in order to navigate through internal/external computer systems, including Excel and
Microsoft Word.
- Ability to effectively participate in a multi-disciplinary
team including internal and external participants.
- Proficiency in multi-tasking and utilizing a soft phone
- Familiarity with basic terminology and concepts used in
employee assistance/human services programs.
- Effective communication, telephonic and organization
- Experience preferred in a social, psychological or human
service field providing client support.
- 1-2 years experience in a call center environment
preferred or Behavioral Health experience.
- Bi-lingual Spanish preferred

- High School Diploma or GED

Business Overview
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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.