Wellbeing Advocate - Team Lead

Job DescriptionIn office position once COVID restrictions are lifted. Otherwise office location is New Albany, OH, Chandler, AZ, or High Point, NCSchedule is 11:30 AM -8:00 PM EST, Monday-Friday. No weekends. Some holidays are required.The Team Lead will serve as the first point of contact and SME to the Wellbeing Advocate Team. Additional Team Lead responsibilities include managing daily reports, conducting new hire and refresher trainings, proactively coaching team members in order to maintain acceptable metrics, collaborating across departments as needed, and supporting the teams and leadership as needed.Responsible for provision of work-life consultation and informational services to members and plan sponsors; assesses needs, proposes care options, researches/screens potential services, provides resource referrals, and coaches individuals on how to use resources to handle various life and work situationsMember support:- Provides telephone Worklife consultation with members. - Provides telephone triage, crisis intervention and related services- Researches, locates and screens potential Worklife services and resources that meet member's need and provides referrals directly to member.- Determines appropriate intervention action steps in dealing with member situational concerns including cross referral to EAP services or other internal/external benefits that may meet their needs.- Provides consultation to individuals with a variety of presenting issues including emotional, lifestyle management and work life concerns including but not limited to elder care, child care, financial and legal resource etc.- Provides information to members and providers regarding mental health, substance abuse benefits, community treatment resources, and related mental health programs.- Assists members with linkage to resources and/or advises members how to access and choose services to aid in the alleviation of stressors.- Interacts with providers as appropriate to schedule appointments and discuss concerns regarding specific cases.- Prepares member fulfillment 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. - Performs follow up with member to ensure needs are met.- Documents accurate member contacts and activities according to enterprise, EAP and Worklife format using PC technology.Team member support:- Works collaboratively with work life team to ensure excellent customer service, prioritizing work, case turnaround completion and improve workflow processes. - Maintain a collaborative working relationship with Aetna EAP call centers- Performs work life projects for account management and members.- Collaborate with team of professionals in a way that supports a positive clinical outcome and continuity of care for all members Compliance with Policies and Regulatory Standards- Protects the confidentiality of member information and adheres to enterprise, EAP and Worklife policies regarding confidentiality.- Maintains accurate and complete documentation of required information that meets risk management and regulatory requirements.- Maintain current licensure in good standing, seek professional development and meet all licensure requirements.Additional Responsibilities Specific to Team Lead:- With supervision, supports the overall operational effectiveness of A1A Wellbeing Advocate teams so all member experience metrics are achieved. - Partnering with management, supports member satisfaction, retention, and growth by efficiently delivering competitive services to members.- Serves as department subject matter expert. Serves as a training resource as required- Performs quality audits for team members and provides feedback and coaching as appropriate- Assist team members with complex customer service needs and handle escalated calls if supervisor is unavailable- In addition, maintains all responsibilities of role, queue support and Team Lead scheduleRequired Qualifications- 1+ years of experience working in call center environment in a behavioral health settingCOVID 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- Experience working with diverse populations- Excellent computer skills including MS Office applications such as Excel, Word, Outlook, and Teams- Ability to work in a fast paced, team-oriented telephonic call center environment.- 1+ year of experience in a social or human services setting preferred (case management, clinical, psychiatric, medical setting)- Knowledge and /or experience in Employee Assistance Programs- Experience with performing triages and locating/ referring to community resourcesEducation- Bachelor's degree (or equivalent experience) in social work or health related field.Business 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