Employee Assistance Program Customer Support Associate

This is a fully remote position, open to applicants in United States, +44 more locations.

📋 Description

• Act as the primary contact for members seeking emotional assistance, behavioral health resources, and employee support services through Aetna's Resources for Living Employee Assistance Program.

• Address member inquiries via phone, video, and live chat.

• Evaluate member needs and link individuals to suitable behavioral health, employee assistance, and community resources.

• Offer information, guidance, referrals, and education regarding benefits.

• Identify warning signs, de-escalate difficult situations, and facilitate clinical transfers when necessary.

• Assist members and their families while following program policies and service standards.

• Document interactions accurately and uphold confidentiality.

• Manage multiple systems concurrently in a fast-paced, service-oriented environment.

• Availability to work from Saturday to 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 setting.

• At least 1 year of experience in a social service, behavioral health, psychological, human services, or client support capacity.

• Excellent verbal communication, active listening, and interpersonal skills.

• Ability to remain calm and supportive in emotionally challenging or crisis situations.

• Proficient computer skills with the ability to navigate multiple systems simultaneously.

• A reliable, hardwired broadband or fiber internet connection is required.

• High school diploma or equivalent is necessary.

• Preferred: experience in supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions.

• Preferred: experience in a high-volume customer service environment.

• Bilingual language skills are preferred.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to base salary.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.