EAP Customer Support Associate

Job DescriptionFully remote role anywhere in the U.S.10:00 PM - 8:30 AM EST Wednesday - Saturday (ON), Call center is a 24/7 operation.Holiday work is expectedSchedules may be adjusted based on business needWe 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. Member Support Determines purpose of call by actively listening andinteracting with callers, triages call in a in a professionaland timely manner. Assesses client's needs; researches and articulatelycommunicates information regarding pertinentEAP/Worklife services and resources. Recognizes crisis situations and evaluates for neededaction to minimize risk. Performs appropriate research in internal databases andonline to identify potential providers and resources. Enters member information into the appropriate EAPsystem to initiate the case and documents commentsand information thoroughly and professionally. Team Member Support - Receive calls transferred fromcounselors and provides immediate member assistance. Schedules appointment for members with counselors. Assists team members with necessary activities toeffectively respond to member inquiries about andrequests for services and resources related to variouslife skills such as finding childcare, finding eldercare, etc. Communicates effectively with all internal stakeholders. Utilizes relevant Aetna databases to research andidentify validated, appropriate member resources. Makes outbound calls as appropriate to identify andassist with securing member resources and/or services. Assists team members with printing and fulfillment needsrelated to relevant materials, including provider profiles,letters, selection of appropriate guidebooks, collatingmaterials for mailing, documenting fulfillment completionin the appropriate EAP system, maintaining an inventoryof materials. Provides miscellaneous support functions includingadministrative support, follow-up calls, and other dutiesas assigned. Compliance with Policies and Regulatory Standards Protects the confidentiality of member information andadheres to enterprise policies, and EAP and Worklifepolicies and procedures. Maintains accurate and complete internaldocumentation of required information that meets riskmanagement and regulatory requirements. () Proactively listens to members and anticipates theirneeds, taking full ownership of each member interaction. Address inquires and resolve issues as a "single-point-ofcontact" based on phone calls, digital and writtencorrespondence. Provide customized interaction based on customerpreference and individualized needs. Resolves complex issues without or with limitedmanagement intervention. Administers structured pre-screening assessment basedon triggers to assure urgent needs are directedappropriately. Identifies triggers for additional resources and supportconnections to such responses. Assesses for social determinants/needs and offers andconnects members with viable resources to addressthose needs.Required Qualifications Experience in a social, psychological or human service fieldProviding client support.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain 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, religious belief, or other legally recognized reasons that prevents them from being 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 or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications 1-years' experience in call center environment preferred or BH experience Insurance/ medical knowledge preferredEducationHigh School Diploma or equivalent educationBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. 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.

Created: 2025-10-04