Employee Assistance Program Worklife Customer Support Associate

Employee Assistance Program Worklife Customer Support Associate

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

The Employee Assistance Program Worklife Customer Support Associate position is fully remote, with the ability to work from anywhere in the continental United States. This is a call center role, operating 24 hours a day, 7 days a week. As a result, you will be expected to work on some holidays, and schedules may be adjusted based upon business need. We are looking for high-performing individuals to join our team. This team will support members as their front-door to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of RFL (Resources for Living), Behavioral Health and Medical products, in order to ensure that every member and their families receive the proper support for their unique mental wellbeing needs. This person will be responsible for supporting the provision and use of employee assistance, employer benefits, and behavioral health benefits.

In this role, you will :

• Determine the purpose of call by actively listening and interacting with callers; triage call in a professional and timely manner.
• Assess client needs; research and articulately communicate information regarding pertinent EAP / Worklife services and resources.
• Use screening tools to identify where urgent clinical intervention is needed, and transfer calls appropriately, including for members in crisis and at risk.
• Perform appropriate research in internal databases and online, in order to identify potential providers and resources.
• Enter member information into the appropriate EAP system, in order to initiate the case; document comments and information thoroughly and professionally.
• Communicate effectively with all internal stakeholders.
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources.
• In the appropriate EAP system, maintain an inventory of materials.
• 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 and Worklife policies and procedures.
• Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Proactively listen 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. Resolve complex issues without or with limited management intervention.
• Administer structured pre-screening assessment based on triggers, in order to assure urgent needs are directed appropriately.
• Identify triggers for additional resources and support connections to such responses.
• Assess for social determinants / needs & offers, and connect members with viable resources to address those needs.

Workspace Requirements :

Required Qualifications :

Preferred Qualifications :

Education :

Anticipated Weekly Hours : 40

Time Type : Full time

Pay Range : The typical pay range for this role is : $18.50 - $42.35

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

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include :

For more information, visit https : / / jobs.cvshealth.com / us / en / benefits

We anticipate the application window for this opening will close on : 01 / 02 / 2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex / gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.