CVS Health · 3 hours ago

Customer Service Representative - Employee Assistance Program (Sun, Tues-Thur 12:30PM-11:00PM EST)

Atlanta, GA

Full-time

Remote

Entry Level

$17/hr - $25.65/hr

1+ years exp

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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.

Taking inbound calls and or chats from members

Connect member with additional and appropriate benefits / external resources.

Supporting members with troubleshooting and deescalating where needed

Embodying CVS Core values in each interaction.

Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP 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.

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.

Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.

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 policies and procedures.

Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

Qualification

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Call Center ExperienceMental Health BackgroundHuman Services BackgroundEAP Services KnowledgeCrisis ManagementInternet Service KnowledgeDocumentation Skills

Required

1+ years’ experience in call center environment

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

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High School Diploma