Employee Assistance Program, Work-life Customer Support Associate at CVS Health: 100% Remote (US)

Title: Employee Assistance Program, Work-life Customer Support Associate

Location: United States

Job Description:

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Job Summary

The Care Partner serves as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living (RFL) Employee Assistance Program. This role provides compassionate, timely support via phone, video, and chat while helping members access appropriate resources, benefits, referrals, and clinical support.

Shift: Sat-Wed 3:00 PM-11:30 PM EST

Key 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.

Required Qualifications:

  • 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.

Preferred Qualifications:

  • 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.

Education:

  • High school diploma or equivalent required.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

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 CVS Health 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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

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. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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