Customer Service Representative - Employee Assistance Program Wednesday-Sunday 2:00 PM-10:30 PM EST

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Summary The Customer Service Representative is responsible for supporting the provision and use of the Employee Assistance Program (EAP) and management consultant resources.

Overview Schedule: Wednesday -Sunday 2:00pm-10:30pm EST. Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment.  Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST Technical Requirements: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).   Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.   Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected.  Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.

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/Work-life 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. Communicates effectively with all internal stakeholders. Utilizes relevant Aetna databases to research and identify validated, appropriate member resources. 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 Work-life policies and procedures. Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements. Cross train with Behavioral Health to support Member Engagement Department.

1+ years’ experience in call center environment. Experienced in a social, psychological, or human service field providing client support.

High school diploma or equivalent. Anticipated Weekly