Customer Service Representative - Employee Assistance Program, CVS Health

CVS Health

Location:
United States, Work From Home

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 34.15 USD / Hour

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Job Description:

Customer Service Representative supporting the provision and use of the Employee Assistance Program (EAP) at CVS Health, responsible for handling member inquiries, providing resources, and supporting mental health and wellness services

Job Responsibility:

Determine purpose of call by actively listening and interacting with callers
triage call in a professional and timely manner
Take inbound calls and/or chats from members
Connect members with additional and appropriate benefits/external resources
Support members with troubleshooting and deescalating where needed
Embodying CVS core values in each interaction
Assess client's needs
research and communicate information regarding pertinent EAP services and resources
Recognize crisis situations and evaluate for needed action to minimize risk
Perform appropriate research in internal databases and online to identify potential providers and resources
Enter member information into the appropriate EAP system to initiate the case
document comments and information thoroughly and professionally
Receive calls transferred from counselors and provide immediate member assistance
Schedule appointment for members with counselors
Assist team members with necessary activities related to various life skills
Utilize relevant Aetna databases to research and identify validated, appropriate member resources
Provide miscellaneous support functions including administrative support and follow-up calls
Maintain compliance with Policies and Regulatory Standards
Protect the confidentiality of member information and adhere to enterprise policies
Maintain accurate and complete internal documentation of required information

Requirements:

At least 1 year of experience in call center environment
Experience in a social, psychological, or human service field providing client support
Must have a quiet and secure workspace in your home
Minimum internet requirements: broadband or fiber with 25mbps/3mbps minimum
Hardwired ethernet connection required
High school diploma or GED

Nice to have:

Previous experience with mental health or human services
1-3 years of experience in health care

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access
CVS Health bonus, commission or short-term incentive program

Additional Information:

Job Posted:
October 21, 2025

Expiration:
October 27, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Service Representative - Employee Assistance Program