Experienced Customer Service Representative – Employee Assistance Program (EAP) – Monday – Friday 11:30am-8:00pm EST
At blithequark, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming healthcare. 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.
Join Our Team at blithequark
We're seeking an experienced Customer Service Representative to join our Employee Assistance Program (EAP) team. As a key member of our team, you will play a vital role in supporting the provision and use of the EAP, providing exceptional customer service to our members, and embodying our core values in every interaction.
About the Role
As a Customer Service Representative in the EAP team, you will be responsible for:
- Supporting the provision and use of the Employee Assistance Program
- Determining the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner
- Taking inbound calls and chats from members, connecting them with additional and appropriate benefits or external resources
- Supporting members with troubleshooting and deescalating where needed
- Embodying CVS Core values in each interaction
- Assessing client 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 EAP system to initiate the case and documenting 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
Workspace Requirements
* Must have a quiet and secure workspace in your home
- Recommended Technical requirements when obtaining your own residential internet service:
+ Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast) + Select a minimum of 25mbps/3mbps + A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation + Consider the internet usage of others in the household during your scheduled working hours
Required Qualifications
* 1+ years of experience in a call center environment
- Experienced in a social, psychological, or human service field providing client support
- Experience using Microsoft Office products, specifically Excel, Outlook, and Word
Preferred Qualifications
* Mental health or Human services background
- 1-3 years of healthcare experience
Education
* High School Diploma or GED
Anticipated Weekly Hours
* 40 hours per week
Time Type
* Full-time
Pay Range
* The typical pay range for this role is: $17.00 - $34.15
- This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls
- The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors
- This position is eligible for a blithequark bonus, commission, or short-term incentive program in addition to the base pay range listed above
Our People Fuel Our Future
Our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great Benefits for Great People
We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
- No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching
- Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility
For More Information
Visit https://jobs.blithequark.com/us/en/benefits for more information about our benefits.
Application Window
We anticipate the application window for this opening will close on: 08/06/2025
Qualified Applicants
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
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Join Our Team at blithequark
We're a company that's passionate about transforming healthcare, and we're looking for talented individuals like you to join our team. If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this role. Apply for this job