EAP Worklife Customer Support Associate

CVS Health Hartford , CT 06183

Posted 2 months ago

Job Description:

Position Summary :

Fully remote role. Work anywhere in the U.S.

Schedule is Sun Mon Tues Wed Sat 6:00AM -2:30PM 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.


Fundamental Components/Job Description:
  • 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

Experience in a social, psychological or human service field providing client support.

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires its Colleagues in certain positions 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, pregnancy, or religious belief that prevents them from being vaccinated.

  • If you are 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 within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications

1-years experience in call center environment preferred or BH experience

Insurance/ medical knowledge preferred

Education

Associate's degree or equivalent experience

Business Overview

At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

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EAP Worklife Customer Support Associate

CVS Health