CVS Health · 1 month ago
Employee Assistance Program Worklife Customer Support Associate
United States
Full-time
Remote
Entry Level
$18.50/hr - $42.35/hr
1+ years expCVS Health is the nation’s leading health solutions company, committed to transforming health care. The Employee Assistance Program Worklife Customer Support Associate will support members by providing integrated mental health wellbeing services and resources, ensuring that individuals and their families receive the necessary support for their unique needs.
Health CareMedicalPharmaceuticalRetailSales
Responsibilities
Determine the purpose of call by actively listening and interacting with callers; triage call in a professional and timely manner
Assess client needs; research and articulately communicate information regarding pertinent EAP/Worklife services and resources
Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including for members in crisis and at risk
Perform appropriate research in internal databases and online, in order to identify potential providers and resources
Enter member information into the appropriate EAP system, in order to initiate the case; document comments and information thoroughly and professionally
Communicate effectively with all internal stakeholders
Utilize relevant Aetna databases to research and identify validated, appropriate member resources
In the appropriate EAP system, maintain an inventory of materials
Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
Maintain compliance with policies and regulatory standards
Protect the confidentiality of member information and adhere to enterprise policies, as well as EAP and Worklife policies and procedures
Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements
Proactively listen 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. Resolve complex issues without or with limited management intervention
Administer structured pre-screening assessment based on triggers, in order to assure urgent needs are directed appropriately
Identify triggers for additional resources and support connections to such responses
Assess for social determinants/needs & offers, and connect members with viable resources to address those needs
Qualification
Required
1 year of experience in a medical or healthcare-related call center environment
1 year of experience in a social, psychological, or human service field providing client support
Basic proficiency with Microsoft Office Suite (i.e. Word, Excel, Teams, etc.)
Ability to work Monday-Friday from 8:00am-4:30pm Eastern Standard Time
Preferred
1 year of experience in behavioral health
Bachelor's degree or higher
Strong empathy and communication skills
Excellent organization and time management
Detail-oriented nature
Ability to receive and apply constructive criticism, in an effort to maintain continuous performance improvement
Strong collaboration skills
Benefits
Affordable medical plan options
401(k) plan (including matching company contributions)
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
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2026-02-08
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2026-02-07
Hartford Business Journal
2026-02-06
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