Customer Service Representative - Employee Assistance Program (friday - tuesday 8:30am - 5:00pm EST) - Remote Eligible

Customer Service Representative

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

Position Overview

• Schedule: Friday-Tuesday 8:30am-5:00pm (Eastern Standard Time). Schedules may be adjusted based on business need.
• 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 is available the first 45 days of employment.
• Training Requirements: First 6-8 weeks of employment will be training, with a schedule of Monday-Friday 9:00AM-5:30PM EST.

What you will do

• Determine purpose of call by actively listening and interacting with callers; triage call in a professional and timely manner.
• Take inbound calls and/or chats from members.
• Connect members with additional and appropriate benefits/external resources.
• Support members with troubleshooting and deescalating where needed.
• Embodying CVS core values in each interaction.
• Assess client's needs; research and articulately communicate information regarding pertinent EAP services and resources.
• Recognize crisis situations and evaluate for needed action to minimize risk.
• Perform appropriate research in internal databases and online to identify potential providers and resources.
• Enter member information into the appropriate EAP system to initiate the case, and document comments and information thoroughly and professionally.
• Receive calls transferred from counselors and provide immediate member assistance.
• Schedule appointment for members with counselors.
• Assist team members with necessary activities, in order to effectively respond to member inquiries and requests for services and resources; these can be related to various life skills, such as finding childcare, finding elder care, etc.
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
• 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 policies and procedures.
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

Required Qualifications

• At least 1 year of experience in call center environment, as well as experience in a social, psychological, or human service field providing client support.
• Must have a quiet and secure workspace in your home.
• Recommended technical requirements when obtaining your own residential internet service:
• 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.

Preferred Qualifications

• Previous experience with mental health or human services.
• 1-3 years of experience in health care.

Education

• High school diploma or GED.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $17.00 - $34.15. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an 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.