Customer Support Associate - Employee Assistance Program, Work-life

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

We are looking for high-performing individuals to deliver an enhanced customer service experience, to join our team. This team will support members as their front-door to Mental Health Wellbeing. The Chat Specialist Agent will be responsible for monitoring and responding to inbound messages and outbound calls to support our provider services. Our goal is to deliver an integrated experience across the breadth of Ready For Life, Behavioral Health, Medical products, and Placement services to ensure every member and their families get the right support for their unique mental wellbeing needs. The agent will support the chat automation process to ensure the members are led to a successful service to fulfill the inquiries presented. The agent will work seamlessly with the AI chatbot to deliver a combination of human interaction and AI transaction.

Role Overview

• Schedule: Shift will be provided when the offer is extended. Schedules may be adjusted based on business need
• Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST
• Holiday/PTO Requirements: As a 24-hour chat center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday.
• Fully remote role and is able to work anywhere in the U.S.

What you will do

• Promptly responds incoming chats within the standard greeting approved timeframe.
• Determines purpose of incoming chat by focusing on the members' written messages and interacting with callers and provides resources through chat and email.
• Assesses client’s needs; researches and structures communication by informing members 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. Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.
• Agent will triage calls in a professional and timely manner if needed.
• Communicates effectively with all internal stakeholders.
• 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.
• Compliance with Policies and Regulatory Standards.
• Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
• Resolves complex issues without or with limited management intervention.
• Outreach Providers to link services requested by members.