Job Description
Fully remote role. Work anywhere in the U.S.
Schedule is Sun – Thurs 2:00 PM -10:30 PM EST
Call center is a 24/7 operation.
*Holiday work is expected
*Schedules may be adjusted based on 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, Behavioral Health and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs.
Responsible for supporting the provision and use of worklife, employee assistance and management consultant resources.
Fundamental Components/Job Description:
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. (*)
• 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.
Required Qualifications – Experience in a social, psychological or human service field providing client support.
COVID Requirements CVS Health requires its Colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, or religious belief that prevents them from being vaccinated.
If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.
Preferred Qualifications – 1-years experience in call center environment preferred or BH experience – Insurance/ medical knowledge preferred
Education Associate’s degree or equivalent experience
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.
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