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CVS Health EAP Worklife Customer Support Associate (Remote in CA) in California

Job Description

  • 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.

Required Qualifications

  • Effective communication, telephonic and organization skills.- 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 multi-line phone system.- Familiarity with basic terminology and concepts used in employee assistance/human services programs.

Preferred Qualifications

  • 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.- Bachelors or Arts or Bachelors of Science Degree preferred


High School Diploma or GED

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.