Experienced Customer Support Professional for Aetna's EAP Worklife Services - Full Time Remote Opportunity

Join CVS Health's Aetna Team as an EAP Worklife Customer Support Associate

At CVS Health, we're on a mission to help people live healthier lives. As a leading healthcare company, we're committed to delivering innovative solutions that make a real difference in the lives of our customers. We're now seeking an experienced Customer Support Professional to join our Aetna team as an EAP Worklife Customer Support Associate, working remotely from New Jersey, USA.

About the Role

As an EAP Worklife Customer Support Associate, you'll play a critical role in supporting the delivery of our Employee Assistance Program (EAP) and Worklife services to our members. You'll be the primary point of contact for members seeking guidance on a range of issues, from childcare and eldercare to mental health and wellness. Your expertise and compassion will help members navigate complex challenges and improve their overall well-being.

Key Responsibilities

• Respond to member inquiries in a professional and timely manner, assessing their needs and providing relevant EAP/Worklife services and resources.
• Recognize emergency situations and take appropriate action to minimize risk.
• Conduct research using internal databases and online resources to identify suitable providers and services.
• Document member interactions and case details accurately and efficiently in our EAP system.
• Collaborate with colleagues to resolve member inquiries and requests, providing support and guidance as needed.
• Communicate effectively with internal stakeholders, including referral sources and other support teams.
• Utilize Aetna databases to research and identify approved, relevant member resources.
• Make outbound calls to members to provide additional support and guidance.
• Assist with administrative tasks, including printing and fulfillment needs, and other duties as assigned.
• Maintain accurate and complete internal documentation, adhering to risk management and regulatory requirements.

Essential Qualifications

To succeed in this role, you'll need:

• A Bachelor's degree from an accredited institution.
• At least 3 years of experience in a call center environment, preferably in a social, mental, or human services field providing client support.
• Strong communication and interpersonal skills, with the ability to empathize with members and provide personalized support.
• Technical skills, including reliable private internet access (broadband or fiber) with a minimum speed of 25mbps/3mbps.
• A commitment to maintaining the confidentiality of member information and adhering to enterprise policies and EAP/Worklife procedures.

Preferred Qualifications

While not required, the following qualifications can enhance your application:

• Experience working in the healthcare or insurance industry.
• Knowledge of EAP/Worklife services and resources.
• Certifications or training in a related field, such as counseling or social work.

What We Offer

As a CVS Health/Aetna team member, you'll enjoy:

• A competitive salary of $26/hour.
• A comprehensive benefits package, including medical, dental, and vision coverage.
• Opportunities for career growth and professional development.
• A dynamic, supportive work environment that prioritizes employee well-being.
• The flexibility to work remotely from New Jersey, USA.

Company Culture

At CVS Health, we're committed to fostering a culture that values diversity, equity, and inclusion. We believe that our differences are what make us stronger, and we're dedicated to creating an environment where everyone can thrive. Our Heart At Work Behaviors guide our actions and decisions, ensuring that we're always putting our customers and members first.

Career Growth and Development

As a CVS Health/Aetna team member, you'll have access to a range of training and development opportunities to help you grow in your career. Our comprehensive onboarding program will equip you with the skills and knowledge you need to succeed in your role, and our ongoing training initiatives will help you stay up-to-date on the latest industry trends and best practices.

Why Join Us?

If you're passionate about delivering exceptional customer support and making a positive impact on people's lives, we want to hear from you. As an EAP Worklife Customer Support Associate, you'll be part of a dynamic team that's dedicated to helping members navigate life's challenges. You'll have the opportunity to work with a range of stakeholders, from members and providers to internal teams and partners. And, you'll be supported by a comprehensive training program and ongoing resources to help you succeed in your role.

If you're ready to join a team that's making a real difference in the world, apply now to become an EAP Worklife Customer Support Associate with CVS Health's Aetna team.

We look forward to hearing from you and exploring how you can contribute to our mission to help people live healthier lives.