CVS Health · 1 day ago
Worklife Customer Support Associate - Employee Assistance Program (Monday-Friday 8am-4:30pm est)
United States
Full-time
Remote
Entry Level
$18.50/hr - $38.82/hr
1+ years expCVS Health is committed to building a world of health around every individual, and they are seeking a Worklife Customer Support Associate to support their Employee Assistance Program. This role involves providing members with immediate access to mental health support and resources, while ensuring a safe and supportive environment for those in need.
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Responsibilities
Respond to incoming calls from individuals seeking emotional support or mental health resources; may expand to message and video chats in the future
Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence
Assess/Identify clinical risk and transfer member for clinical support
Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers
Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies
Takes direction to execute techniques, processes, and 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
1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication
1 year Experience in a social, psychological or human service field providing client support
Strong verbal communication, emotional intelligence, and active listening skills; ability to remain composed and supportive during emotionally intense or crisis situations
Technologically proficient, including basic computer knowledge (Microsoft Office Suite, Word, Excel, Teams, etc.)
Able to troubleshoot basic issues related to call center platforms, which may include video and chat modalities
Maintain a private, professional, and distraction-free workspace, be camera ready and supported by a reliable wired broadband or fiber internet connection (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted)
High school diploma or equivalent required
Preferred
Experience using multiple systems and screens, call platforms, video and chat platforms (e.g.Five9, Microsoft Teams, or proprietary systems) in member-facing roles
Experience working with the Behavioral Health population
Bilingual or multilingual skills
Bachelor's degree in psychology, social work, or related field preferred
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
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access
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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