Work-life Customer Support Associate - EAP (Monday-Friday 8am-4:30pm EST)

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.

Aetna Mental Well-being is reimagining how mental health is delivered with a unified, tech-enabled approach for our best-in-class Employee Assistance Program (EAP), Resources for Living.

The Care

Partner plays a vital role in Aetna Mental Wellbeing’s commitment to delivering timely, high-quality mental health care. This position transforms access to mental health support by providing members with an immediate, 24/7 connection via video, live chat, or phone. We are seeking candidates who share our passion for delivering industry-leading mental health services to people nationwide.

We offer real-time support and connect members to vital resources including behavioral health benefits and employer resources. You'll offer crucial frontline support, identifying warning signs, de-escalating situations, and referring members to their benefits as well as our team of clinicians. Ideal for those with strong interpersonal skills, a passion for mental wellness advocacy, and comfort with digital platforms in a fast-paced, emotionally sensitive setting.

A Brief Overview

We are looking for high-performing individuals to join our team. This team will support members as their front-door to Mental Health Wellbeing. Our goal is to deliver an integrated experience across the breadth of RFL, Behavioral Health and Medical products to ensure every member and their families get the right support for their unique mental wellbeing needs.

Coordinates employee assistance, behavioral health benefits and employer resources.. Reviews member's needs and communicates information regarding relevant services and resources. Administers policies and procedures for the Employee Assistance Program Work-life area to support organizational objectives.

Position Summary:
• Fully remote role. Work anywhere in the U.S.
• Call center is a 24/7 operation.
• Holiday work is expected
• * Schedules may be adjusted based on business need

Key Responsibilities:
• Respond to incoming calls from individuals seeking emotional support or mental health resources; may expand to message and video chats in the future.
• Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence.
• Assess/Identify clinical risk and transfer member for clinical support.
• Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers.
• Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies.
• Takes direction to execute techniques, processes, and responsibilities.

Member Support:
• 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.
• Uses screening tools to identify where urgent clinical intervention is needed, and transfers calls appropriately, including members in crisis and at 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.
• Communicates effectively with all internal stakeholders.
• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.
• 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. (*)
• Proactively listens to members and anticipates their needs, taking full ownership of each member interaction.
• Address inquires and resolve issues as a "single-point-of contact" based on pho

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