Worklife Resource Consultant - Medicare

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 SummaryWork Schedule: Start times between 7:50 am and 11:45 am ESTThe Worklife Resource Consultant is part of the Worklife Team and provides education about community resources, resource needs assessment, and community and/or national referrals to a variety of customers for a variety of needs including childcare, elder/adult care, and basic/everyday needs. The WLC is responsible for providing Worklife consultation and informational services to members and plan sponsors. The most frequent requests received are for emergency financial , housing, childcare/children with special needs, elder/adult care, and health related needs.

• The Resource Consultant assesses resource needs, proposes options and research /screens potential community service providers to meet the assessed needs.
• Provides resource referrals and educates individuals on how to use resources to handle various life and work situations.
• Appropriately documents member interactions and research/case fulfillment in the system.
• Works in an inbound and outbound call center environment and completes outbound phone calls and research
• Not all calls will be research/referral oriented, s ome calls may be more administrative or customer service oriented.
• Additional responsibilities assigned based on business need , including staffing an online chat platform.

• 1+ year(s) of experience working with the elderly and/or adults with disability populations in a capacity that specifically includes completing resource needs assessments , educating , researching and referring to appropriate community resources ( previous employment: non-profit organizations, hospitals, nursing homes, rehabilitation centers, advocacy agencies, or government programs ).
• 1+ year(s) experience in social work, social services, or case management. field.
• P rivate, confidential workspace free from distractions. p rofessional, camera-ready work environment available at all times .
• Excellent verbal and written communication skills, needs to 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 hard wired into your internet modem and not work off Wi-Fi.
• Comfortable conducting video chats, virtual calls and using digital communication tools.

• Spanish speaking - must be willing and able to pass a language assessment
• 1+ year(s) of experience working in a call center environment
• Excellent computer skills including MS Office applications such as Excel, Word and Outlook.
• Experience working with diverse populations
• Experience using video platforms, virtual calls and chat platforms (e. g.Five 9, Microsoft Teams, or proprietary systems) in member-facing roles.
• Experience in virtual work environment alongside experience in navigating multiple screens and systems simultaneously.

• Bachelor's degree required in Social Work or a social services/health related field (Health Education, etc.)

• 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.