Customer Service Representative, CVS Health

CVS Health

Location:
United States, Work At Home

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 34.15 USD / Hour

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Job Description:

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Job Responsibility:

Supporting the provision and use of the Employee Assistance Program
Determining purpose of call by actively listening and interacting with callers
Taking inbound calls and or chats from members
Connecting member with additional and appropriate benefits / external resources
Supporting members with troubleshooting and deescalating where needed
Embodying CVS Core values in each interaction
Assessing client’s needs
Researching and articulately communicating information regarding pertinent EAP services and resources
Recognizing crisis situations and evaluating for needed action to minimize risk
Performing appropriate research in internal databases and online to identify potential providers and resources
Entering member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally
Assisting 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
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
Compliance with Policies and Regulatory Standards
Protecting the confidentiality of member information and adhering to enterprise policies, and EAP policies and procedures
Maintaining accurate and complete internal documentation of required information that meets risk management and regulatory requirements

Requirements:

1+ years of experience in a call center environment
Experience in a social, psychological, or human service field providing client support
Experience using Microsoft Office products’ specifically Excel, Outlook, and Word

Nice to have:

Mental health or Human services background preferred
1-3 years of healthcare experience preferred

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including 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

Additional Information:

Job Posted:
June 10, 2025

Expiration:
June 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Service Representative