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.

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.

Position Summary
*** Fully Remote ANYWHERE with the U.S. ***

Schedule: Monday through Friday, 7:50 am-4:20 pm Eastern Time.

Responsible for provision of work-life consultation and informational services to members and plan sponsors; assesses needs, proposes care options, researches/screens potential services, provides resource referrals, and coaches individuals on how to use resources to handle various life and work situations.

Member support:

• Provides telephone worklife consultation with members.
• Provides telephone triage, crisis intervention and related services
• Researches, locates and screens potential worklife services and resources that meet member's need and provides referrals directly to member.
• Determines appropriate intervention action steps in dealing with member situational concerns including cross referral to EAP services or other internal/external benefits that may meet their needs.
• Provides consultation to individuals with a variety of presenting issues including emotional, lifestyle management and worklife concerns including but not limited to elder care, child care, financial and legal resource etc.
• Provides information to members and providers regarding mental health, substance abuse benefits, community treatment resources, and related mental health programs.
• Assists members with linkage to resources and/or advises members how to access and choose services to aid in the alleviation of stressors.
• Interacts with providers as appropriate to schedule appointments and discuss concerns regarding specific cases.
• Prepares member fulfillment 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.
• Performs follow up with member to ensure needs are met.
• Documents accurate member contacts and activities according to enterprise, EAP and Worklife format using PC technology.

Team member support:

• Works collaboratively with worklife team to ensure excellent customer service, prioritizing work, case turnaround completion and improve workflow processes.
• Maintain a collaborative working relationship with Aetna EAP call centers
• Performs worklife projects for account management and members.
• Collaborate with team of professionals in a way that supports a positive clinical outcome and continuity of care for all members Compliance with Policies and Regulatory Standards
• Protects the confidentiality of member information and adheres to enterprise, EAP and Worklife policies regarding confidentiality.
• Maintains accurate and complete documentation of required information that meets risk management and regulatory requirements.

Required Qualifications

• 1 + years experience locating and referring to community resources for the elderly and or adults with disability populations.
• 1+ years experience in social work, social services or related field (ex. case management, discharge planning).
• 1+ years experience with doing assessments and locating/referring to community resources.

Preferred Qualifications

• Medicare experience
• Spanish speaking
• Ability to work in a fast paced, team-oriented telephonic call center environment.
• Excellent computer skills including MS Office applications such as Excel, Word and Outlook.
• Experience working in call center environment
• Experience delivering care or crisis intervention
• Experience in handling family situations and/or relationship concerns
• Knowledge and /or experience in Employee Assistance Programs
• Experience working with diverse populations

Education

• Bachelors degree required in social work or health related field (Health Education, etc.)
• Masters degree in Social Work preferred

Pay Range

The typical pay range for this role is:

$19.52 - $42.07

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 jobs.CVSHealth.com/benefits

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 colleagues can initiate a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through myHR (1-888-694-7287, or through myLeave at myHR). 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.