CVS Health · 19 hours ago
Worklife Customer Support Associate, Employee Assistance Program- Mon-Fri 10a-6:30p Eastern
United States
Full-time
Remote
Entry Level
$18.50/hr - $31.72/hr
1+ years expCVS Health is building a world of health around every individual and is seeking a Worklife Customer Support Associate for their Employee Assistance Program. This role involves supporting members by providing assistance with mental health wellbeing, employer benefits, and behavioral health benefits.
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Responsibilities
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
Qualification
Required
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.)
Must be able to work Mon-Fri 10a- 6:30p Eastern
High school diploma or equivalent required
Preferred
Bilingual or multilingual skills
1 year of Behavioral Health experience
Bachelor degree or equivalent experience
Benefits
Affordable medical plan options
A 401(k) plan (including matching company contributions)
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.
Company
CVS Health
CVS Health is a health solutions company that provides an integrated healthcare services to its members.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$4BKey Investors
Michigan Economic Development CorporationStarboard Value
2025-08-15Post Ipo Debt· $4B
2025-07-17Grant· $1.5M
2019-11-25Post Ipo Equity
Leadership Team
David Joyner
President and Chief Executive Officer, CVS Health
Chandra McMahon
SVP & CISO
Recent News
2026-01-25
Company data provided by crunchbase