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EAP Worklife Customer Service Associate

Job ID: #

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.



US - Remote

Company Size:

Job Type:

Full Time



Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Overnight Shift: Wednesday-Saturday, 8:30PM-7:00AM EST

Position Summary

Responsible for supporting the provision and use of Worklife employee assistance and management consultant resources.

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

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

  • Communicates effectively with all internal stakeholders.

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

  • Makes outbound calls as appropriate to identify and assist with securing member resources and/or services.

  • Assists team members with printing and fulfillment needs related to relevant materials, including provider profiles, letters, selection of appropriate guidebooks, collating materials for mailing, documenting fulfillment completion in the appropriate EAP system, maintaining an inventory of materials.

  • 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 and Worklife policies and procedures.

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

Holiday Requirement: 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 will work your normal shift if the Company Observed Holiday falls on your normal work day.

Required Qualifications

  • 1-2 years experience in call center environment and Behavioral Health experience

Preferred Qualifications

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

  • Insurance/ medical knowledge preferred


  • Associate's degree or equivalent experience

Pay Range

The typical pay range for this role is:

$18.50 – $34.60

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. 

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  

For more detailed information on available benefits, please visit

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.


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