Customer Service Representative - Employee Assistance Program (Friday-Tuesday 8:30am-5:00pm EST) at CVS Health

Michigan City, Mississippi, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, Employee Assistance ProgramIndustries

Requirements

At least 1 year of experience in call center environment, as well as experience in a social, psychological, or human service field providing client support
Must have a quiet and secure workspace in your home
Recommended technical requirements: broadband or fiber internet (e.g., Verizon Fios, Comcast) with minimum 25mbps/3mbps speed, hardwired ethernet connection (no wireless), consideration of household internet usage during work hours to avoid performance issues

Responsibilities

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
Embody CVS core values in each interaction
Assess client’s needs; research and articulately 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, and document comments and information thoroughly and professionally
Receive calls transferred from counselors and provide immediate member assistance
Schedule appointments for members with counselors
Assist team members with necessary activities to effectively respond to member inquiries and requests for services and resources (e.g., finding childcare, elder care)
Utilize relevant Aetna databases to research and identify validated, appropriate member resources
Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned
Maintain compliance with Policies and Regulatory Standards
Protect the confidentiality of member information and adhere to enterprise policies, as well as EAP policies and procedures
Maintain accurate and complete internal documentation of required information that meets risk management and regulatory requirements

Skills

Key technologies and capabilities for this role

Customer ServiceActive ListeningCall TriageCrisis ManagementDe-escalationInbound CallsChat SupportResource ReferralDatabase Research

Questions & Answers

Common questions about this position

What is the work schedule for this Customer Service Representative position?

The schedule is Friday-Tuesday from 8:30am-5:00pm EST, though schedules may be adjusted based on business need. Training for the first 6-8 weeks is Monday-Friday 9:00AM-5:30PM EST.

What are the PTO and holiday requirements for this role?

Holidays are treated as normal working days unless approved for time off, and no PTO is available during the first 45 days of employment.

What skills are required for the Customer Service Representative role?

Key skills include actively listening to determine call purpose, triaging calls professionally, troubleshooting and deescalating situations, researching resources in databases, and maintaining confidentiality and compliance.

What does the company culture emphasize at CVS Health?

CVS Health emphasizes embodying core values in each interaction, passion for transforming health care, and a compassionate, connected approach with heart in every interaction.

What makes a strong candidate for this Customer Service Representative position?

Strong candidates excel in professional communication, crisis recognition and deescalation, thorough documentation, resource research using databases, and adhering to confidentiality and compliance standards.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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