Job Description:
• Serve as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living Employee Assistance Program
• Respond to member inquiries through phone, video, and live chat
• Assess member needs and connect individuals to appropriate behavioral health, employee assistance, and community resources
• Provide information, guidance, referrals, and benefit education
• Recognize warning signs, de-escalate challenging situations, and facilitate clinical transfers when appropriate
• Support members and their families while adhering to program policies and service standards
• Accurately document interactions and maintain confidentiality
• Navigate multiple systems simultaneously in a fast-paced, service-focused environment
• Work Saturday through Wednesday, 1:00 PM–9:30 PM EST
Requirements:
• 1-2 years of experience in a call center, help line, customer support, or similar virtual service environment
• 1 year of experience in a social service, behavioral health, psychological, human services, or client support role
• Strong verbal communication, active listening, and interpersonal skills
• Ability to remain calm and supportive during emotionally challenging or crisis situations
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Reliable, hardwired broadband or fiber internet connection required
• High school diploma or equivalent required
• Preferred: experience supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions
• Preferred: experience working in a high-volume customer service environment
• Bilingual language skills preferred
Benefits:
• CVS Health bonus, commission or short-term incentive program in addition to base pay
• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting physical, emotional, and financial well-being