Join the CVS Health Team: Bringing Heart to Every Moment of Your Health
At CVS Health, we're on a mission to revolutionize the way healthcare is delivered. With a strong commitment to enhancing human-centric health care, we're seeking a dedicated and compassionate Customer Service Representative to join our team. As a key member of our Employee Assistance Program (EAP), you'll play a vital role in providing exceptional support to our members, ensuring they receive the care and resources they need to thrive.
About the Role: Supporting Members with Empathy and Expertise
As a Customer Service Representative - Employee Assistance Program (EAP), you'll be the primary point of contact for members seeking assistance with a range of personal and professional challenges. Your role will involve:
- Determining the purpose of calls by actively listening and interacting with callers, triaging calls in a professional and timely manner.
- Taking inbound calls and/or chats from members, connecting them with additional benefits and external resources as needed.
- Supporting members with troubleshooting and de-escalating complex issues, embodying CVS Core values in each interaction.
- Assessing client needs, researching, and articulately communicating information regarding pertinent EAP services and resources.
- Recognizing crisis situations and evaluating the need for immediate action to minimize risk.
- Performing research in internal databases and online to identify potential providers and resources, entering member information into the EAP system, and documenting comments and information thoroughly and professionally.
- Receiving calls transferred from counselors, providing immediate member assistance, and scheduling appointments with counselors as needed.
- Assisting team members with necessary activities to effectively respond to member inquiries and requests for services and resources related to various life skills.
- Utilizing relevant Aetna databases to research and identify validated, appropriate member resources.
- Providing miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned.
Essential Qualifications: Experience, Skills, and Technical Requirements
To succeed in this role, you'll need:
- 1+ year of experience in a call center environment, preferably in a social, psychological, or human service field providing client support.
- Technical requirements for personal residential internet service, including a hardwired connection (ethernet connection) and a minimum internet speed of 25mbps/3mbps.
- Strong communication and interpersonal skills, with the ability to empathize with members and provide personalized support.
- Ability to work in a fast-paced, dynamic environment, prioritizing multiple tasks and managing competing demands.
- Proficiency in using various software applications and databases, including Aetna databases.
Preferred Qualifications: Enhancing Your Application
While not required, the following qualifications can enhance your application:
- Mental health or human services background, demonstrating a deep understanding of the complexities of member needs.
- 1-3 years of healthcare experience, showcasing your familiarity with the healthcare industry and its nuances.
- Education: High School Diploma or equivalent.
What We Offer: Competitive Compensation, Benefits, and Career Growth
At CVS Health, we believe in rewarding our employees for their hard work and dedication. As a Customer Service Representative - EAP, you'll be eligible for:
- A competitive salary, with a pay range of $17.00 - $28.46 per hour, depending on experience, education, and geography.
- A comprehensive benefits package, including medical, dental, and vision benefits, 401(k) retirement savings plan, and Employee Stock Purchase Plan.
- Opportunities for career growth and professional development, with access to free development courses and education assistance.
- A dynamic work environment that fosters collaboration, innovation, and teamwork.
- Paid Time Off (PTO) and paid holidays throughout the calendar year.
- Numerous well-being programs and discount programs with participating partners.
Our Culture: Heart At Work Behaviors™
At CVS Health, we're committed to creating a culture that puts our heart into caring for our colleagues and our communities. Our Heart At Work Behaviors™ guide our commitment to delivering enhanced human-centric health care, and we encourage our employees to embody these behaviors in their daily work.
As a member of our team, you'll be part of a community that values:
- Self-discipline and hard work, with a focus on achieving exceptional results.
- Curiosity and a willingness to learn, with opportunities for growth and development.
- Trustworthiness and humility, with a commitment to doing what's right for our members and our organization.
- Collaboration and teamwork, with a focus on working together to achieve our goals.
Take the Next Step: Join Our Team and Make a Difference
Are you ready to join a team that's dedicated to making a difference in the lives of our members? If you're passionate about delivering exceptional customer service, working in a dynamic environment, and being part of a community that puts our heart into caring for others, we encourage you to apply for this exciting opportunity.
Don't miss your chance to become a vital part of our success story. Apply now and let's discuss how you can contribute to our mission to bring heart to every moment of your health.
Apply Now