Call Center Representative
LendingTreeSalary not specified
Full Time
Junior (1 to 2 years)
Customer Service Representative - Employee Assistance Program (Monday – Friday 11:30am-8:00pm EST) at CVS Health
Michigan City, Mississippi, United States
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
HealthcareIndustries
Requirements
- 1+ years of experience in a call center environment
- Experienced in a social, psychological, or human service field providing [services]
- Must have a quiet/secure workspace in your home
- Recommended technical requirements: broadband or fiber internet (e.g., Verizon Fios, Comcast) with minimum 25mbps/3mbps speeds; hardwired ethernet connection required (no wireless); consider household internet usage during work hours
- Availability for full-time schedule: Monday–Friday 11:30am-8:00pm EST (subject to change with advance notice)
- Ability to work holidays as normal business days unless approved for time off
- No PTO available for the first 45 days of employment
- Participation in first six weeks of training: Monday-Friday 9:00AM-5:30PM EST
- Compliance with policies, regulatory standards, and protection of member confidentiality
Responsibilities
- Support the provision and use of the Employee Assistance Program (EAP)
- Determine purpose of call by actively listening and interacting with callers; triage calls professionally and timely
- 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 research in internal databases and online to identify potential providers and resources
- Enter member information into the appropriate EAP system to initiate cases and document comments/information thoroughly and professionally
- Assist team members with activities to respond to member inquiries/requests for services/resources related to life skills (e.g., childcare, eldercare)
- 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 accurate and complete internal documentation meeting risk management and regulatory requirements
Skills
Customer Service
Active Listening
Call Triaging
Inbound Calls
Chat Support
Troubleshooting
De-escalation
Crisis Recognition
Resource Referral
Communication
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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