Customer Support Associate – CVS Remote Jobs

Job Type: Customer Support Associate from home
Location: New York work from home
Company: CVS Health

Hours available: 2:00 PM–10:30 PM EST (Sunday – THursday)
A call center is open around-the-clock.
Holiday work is anticipated, and schedules can change depending on business needs.

Responsibilities:

To add to our team, we are searching for strong performers. Members will receive assistance from this team as their entryway to mental health and wellbeing. To guarantee that each member and their families receive the proper support for their specific needs in terms of mental wellbeing, it is our intention to provide an integrated experience across the range of RFL, Behavioral Health, and Medical products.
Supporting the supply and utilization of management consultant, employee help, and worklife resources

Member Assistance

• Calls are triaged in a fast and professional manner after determining the call’s purpose through active listening and interaction with callers.
  determines the client’s needs; gathers and clearly presents information on relevant EAP/Worklife programs and resources.
• Recognizes crisis circumstances and assesses whether action is required to reduce danger.
• Identifies relevant suppliers and resources by conducting the necessary investigation in internal databases and online.
• Member information is entered into the proper EAP system to start the case, and comments and information are professionally and thoroughly documented.

Team Member Assistance

• Calls that are transferred from counselors are answered and members are given fast assistance.
  sets up counseling appointments for members.
• Helps team members complete the tasks required to efficiently react to member questions and requests for information on services and resources relevant to various life skills, such as locating child care or eldercare.
• successfully engages all internal stakeholders in communication.
• employs pertinent Aetna database searches to find verified, useful member resources.
• As necessary, places outbound calls to locate and help secure member resources and/or services.
• Helps team members with printing and fulfillment needs for pertinent documents, such as provider profiles, letters, appropriate handbook selection, mailing material collection, fulfillment completion documentation in the proper EAP system, and material inventory maintenance.
• Provides a variety of support services, such as administrative assistance, call-backs, and other tasks as assigned.
• Respect for policies and regulatory requirements
• respects business policies, EAP and Worklife regulations, and maintains the confidentiality of member information.
• Ensures that internal documentation of necessary data is accurate, full, and complies with all legal and regulatory standards. (*)
• Proactively anticipates the needs of members and listens to them, assuming full responsibility for every member encounter.
• As a “single-point-of contact,” answer to questions and address problems through textual, digital, and telephone correspondence.
• Based on consumer taste and unique demands, offer tailored engagement.
• difficult problems are resolved without or with minimal managerial involvement.
• To ensure that urgent requirements are channeled correctly, a structured pre-screening assessment based on triggers is administered.
• Determines the causes of and links between such responses and more resources.
• Identifies and connects members with appropriate resources to address socioeconomic factors and needs.

Pay Range

This position typically has a pay range of: Minimum: 18.50 Maximum: 34.60

Please remember that this range represents the salary range for every position in the job grade that this position belongs to. The location is just one of several variables that will be considered when determining the actual compensation offer.

Requirements:

Required credentials

• Preferably, you should have one year of call center experience.
• Knowledge of insurance or medicine preferable
• Supporting the client.

Preferred Requirements

• Knowledge of social, psychological, or human service issues
• GED equivalent or high school diploma