Customer Service Representative - Employee Assistance Program Wednesday-Sunday 2:00 PM-10:30 PM EST

CVS Health is a healthcare company focused on creating a more connected, convenient, and compassionate health experience. The Customer Service Representative supports the Employee Assistance Program by responding to member calls, assessing needs, researching and communicating resources, documenting cases, scheduling counselor appointments, and providing administrative and crisis-support assistance.

Responsibilities:

• 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/Work-life 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
• 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
• 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 Work-life policies and procedures
• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements
• Cross train with Behavioral Health to support Member Engagement Department

Requirements:

• • 1+ years' experience in call center environment
• • Experienced in a social, psychological, or human service field providing client support
• • High school diploma or equivalent