Customer Support Associate, EAP Worklife (Fully Remote)

Job DescriptionAvailable shift: 11:40 AM EST - 8:10 PM EST (Tuesday - Saturday)Schedules are subject to change at any time, with advanced notice provided"As a 24 hour call center operation, every employee is required to work a minimum of 2 company observed holidays per year including 1 summer holiday (Memorial Day, Independence Day, Labor Day) and 1 winter holiday (Thanksgiving, Christmas, New Year's Day). Martin Luther King, Jr holiday is considered a normal work day however can be requested off.This is an inbound call center role. Key responsibilities will include handling inbound calls regarding scheduling requests for appointments with healthcare providers at CVS Health Hub and/or Minute Clinic locations. May also include some outbound calls to clients to reschedule appointments. Determines purpose of call by actively listening and interacting with callers. Assesses client's needs; researches and articulately communicates information regarding pertinent Plan Sponsor services and resources. Recognizes crisis situations and evaluates for needed action to minimize risk and transfer appropriately for clinical assistance. Performs appropriate research in internal databases and online to identify potential providers and resources. Enters member information into the appropriate system to initiate the member record and documents comments and information thoroughly and professionally.Team Member Support Actively works with other departments to meet member requests and needs. Assists team members with necessary activities to effectively respond to member inquiries about and requests for services. Communicates effectively with all internal stakeholders. Utilizes relevant 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. Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.Pay RangeThe typical pay range for this role is:Minimum: 18.50Maximum: 34.60Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications-1 year experienced in a social, psychological, or human service field providing client support.-1 year experience in call center environment or Behavioral Health experience.Preferred Qualifications- Bachelor of Arts or Bachelor of Science Degree preferred.EducationHigh school diploma or equivalent GEDBusiness OverviewBring your heart to CVS Health Every 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. 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.

Created: 2025-11-15