Client Services and Administrative Support Consultant - Employee Assistance Program

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary

• Fully remote; The schedule is Monday-Friday 9:00am-5:30pm EST.
• Facilitates key administrative support and consultation for the EAP On-Site Counseling Program, ensuring customer satisfaction and successful utilization of the EAP On-Site product, services, and solutions.
• Manages research, collection, analysis, and compilation of data and information for various EAP On-Site reports. Prepares complex and comprehensive records and reports.
• Provides timely and effective support to EAP On-Site Program management and customers, escalating more complex concerns or issues to leaders for review and swift resolution.
• Builds and maintains strong relationships with customers, serving as their primary point of contact for administrative support by understanding customer needs, objectives, and challenges to provide tailored support and consultation.
• Helps optimize utilization of company products, including EAP On-Site services, and solutions to achieve customers' specific mental wellbeing needs and requirements.
• Identifies opportunities for upselling or cross-selling additional products or services based on customer needs and expectations.
• Handles complex customer needs and administrative office coordination assuring smooth, timely, and efficient office operations.
• Assists with consulting-related reporting needs, including performance and utilization metrics to measure program progress against organizational targets and objectives.
• Investigates and resolves complex customer problems, collaborating with internal teams to ensure customer satisfaction.
• Provides guidance, support, and mentorship to junior client service support consultants by assisting with training initiatives, knowledge sharing, and performance evaluations to develop and enhance the skills and competencies of the team.
• Handles files, reports, and records, and manages department record retention.
• Ensures efficient workflow and office operations of the department by following established policies and procedures.

• 2-3 years of Administrative and Customer Support work experience in healthcare and/or behavioral health field.
• Advanced proficiency with technology including Microsoft Office Applications.

• Bachelor's Degree.
• Certified Billing and Coding Specialist (CBCS).
• S trong organizational and communication skills.
• Must be detail-oriented with the ability to manage multiple tasks effectively.
• Adept at problem solving and decision making skills.

• Associate's Degree or equivalent work experience.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.