Responsible for supporting the provision and use of the Employee Assistance Program (EAP).

Responds to incoming inquiries via phone, email, or chat, providing prompt and helpful responses to customer questions, issues, and/or concerns.
Assists customers with technical or product-related issues by guiding them through troubleshooting steps to resolve problems effectively.
Helps process customer orders, track shipments, and facilitate returns or exchanges, including addressing any issues related to billing, shipping, or payment.
Instructs customers on how to use products or services most effectively, offering tips, answering frequently asked questions, and providing step-by-step instructions when needed.
Maintains records of customer interactions, including inquiries, complaints, and resolutions, to track trends, identify areas for improvement, and provide a comprehensive customer history for future reference.
Identifies current inefficiencies, seeking input from relevant stakeholders and implementing effective solutions to successfully enhance the company's competitive advantage in the industry.
Escalates issues to management or specialized departments for further investigation and resolution when customer problems cannot be resolved immediately.
Assists new employees by providing guidance, sharing knowledge, and ensuring they understand certain processes and procedures.
Contributes to the delivery of Customer Service onboarding orientations, training programs, in-services, and other programs as required.

Position Overview

• Schedule: Monday- Friday 1:00PM-9:30PM EST
• *Schedules may be adjusted based on business need.
• Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment.
• Training Requirements: First 6-8 weeks of employment will be training on Monday-Friday 9:00AM-5:30PM EST

What you will do:

• Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner.

• Taking inbound calls and or chats from members

• Connect member with additional and appropriate benefits / external resources.

• Supporting members with troubleshooting and deescalating where needed

• Embodying CVS Core values in each interaction.

• Assesses client’s needs; researches and articulately communicates information regarding pertinent EAP services and resources.

• Recognizes crisis situations and evaluates for needed action to minimize risk.

• Performs appropriate research in internal databases and online to identify potential providers and resources.

• Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.

• Receive calls transferred from counselors and provides immediate member assistance.

• Schedules appointment for members with counselors.

• Assists 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.

• Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.

• Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.

• Compliance with Policies and Regulatory Standards.

• Protects the confidentiality of member information and adheres to enterprise policies, and EAP policies and procedures.

• Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.

Technical Requirements:

• Technical Requirement for personal residential internet service. 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. Remember, the higher the speed, the faster your internet. 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. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.

Required Qualifications:

• 1+ years experience in call center environment.

• Experience in a social, psychological, or human service field providing client support.

Preferred Qualifications:

• 1-3 years of experience in healthcare

Education

• High school diploma or equivalent