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 SummaryThe Resource Associate provides customer service support to members calling directly into the Worklife department or transferred to Worklife from another RFL or Aetna department. This role also provides administrative support to the Worklife department.
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- 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 calls in a professional and timely manner.
- Answers the phone, assesses resource needs, reviews available services, and connects callers to appropriate services
- Appropriately and accurately documents member interactions in the system
- Provides resources in the moment as appropriate
- Identifies if member needs require connecting to a Resource Consultant
- Recognizes crisis situations and appropriately connects members to clinical support
- Utilizes internal tools and resources to support member call handling
- Provides miscellaneous support functions including administrative support and other duties as assigned
- 1+ years of experience in a social, psychological, or human service field providing client support.
- Private, confidential workspace free from distractions. Professional, camera-ready work environment available at all times.
- Excellent verbal and written communication skills; must be clear and professional.
- Reliable wired internet connection (minimum 400 Mbps download, 10-20 Mbps upload); no DSL or cellular internet. Higher speed may be needed for proper internet performance based on the internet usage of others in the household during your scheduled working hours. Must be hardwired into your internet modem and not work off Wi-Fi.
- Comfortable conducting video chats, virtual calls, and using digital communication tools.
- 1+ years of experience in a call center environment.
- Spanish speaking - must be willing and able to pass a language assessment.
- Excellent computer skills including MS Office applications such as Excel, Word, and Outlook.
- Experience using video platforms, virtual calls, and chat platforms (e.g., Five9, Microsoft Teams, or proprietary systems) in member-facing roles.
- Experience in a virtual work environment alongside experience in navigating multiple screens and systems simultaneously.
- Bachelor's degree or equivalent
40Time Type
Full timePay Range
The typical pay range for this role is:$18.50 - $42.35This 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.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- 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.