Note: The job is a remote job and is open to candidates in USA. CVS Health is a health care company focused on creating a more connected, convenient, and compassionate health experience. The Employee Assistance Program, Work-life Customer Support Associate serves as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services, providing support, referrals, benefit education, and clinical transfers through phone, video, and chat.
Responsibilities
- Respond to member inquiries and provide support 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
Skills
- * 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
- * Experience supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions
- * Experience working in a high-volume customer service environment
- * Bilingual language skills
Benefits
- Remote work arrangement
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
- Medical, dental, and vision coverage, based on eligibility.
- Paid time off, based on eligibility.
- Retirement savings options, based on eligibility.
- Wellness programs, based on eligibility.
Company Overview