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Job Details

CVS Health

EAP Worklife Customer Support Associate



Full Time

On Site


Chicago, Illinois, United States

Job Description
Schedule: Monday - Friday 9am- 5:30pm EST (WMC recommendation). Schedules subject to change at any time with advanced notice.

Fully remote role.

As a 24-hour call center operation, employees are required to support holiday coverage at a reduced staffing level. This means working some holidays, and observing the holiday on others.

• Answer inbound calls from providers regarding
EAP/mental health benefits, authorizations, and claims
• Maintain provider records in Stoplight/Relationship
Manager/Smart Front End, document each contact with
provider and/or member
• Connect member with additional benefits/external
resources as needed
• Create authorizations for face-to-face counseling
• Negotiate Single Case Agreement rates with providers
that are not contracted with EAP
• Assist with Account Executive Inquiries, e.g. reviewing
network/provider availability concerns, incorrect
information given to members, outreach calls to member
as needed
• Assist with inbound MES call volume as needed

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 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

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Required Qualifications
Basic computer knowledge, 1-3 years of call center customer service experience

Preferred Qualifications
• Associate's or bachelor’s degree in a social, psychological
or human service field or equivalent experience preferred
• Mental health and human services background preferred
• 1-3 years of healthcare experience preferred
In the education field, identify the degree required and the equivalent experience if applicable for the role. Note this does not apply to clinical or special certification roles

High school diploma/GED or equivalent experience required

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.