Customer Service Representative Role

3 days ago


Lansing, Michigan, United States CVS Health Full time

Careers at CVS Health: Supporting Your Well-being

About Us

At CVS Health, we put our heart into caring for our customers and colleagues. Our purpose is to deliver enhanced human-centric health care for a rapidly changing world.

Salary & Benefits

The typical pay range for this role is $17.00 - $28.46. In addition to your compensation, you'll enjoy the rewards of an organization that prioritizes its employees' well-being. We offer a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and Employee Stock Purchase Plan.

Job Description

Job Overview: As a Customer Service Representative, you will support the provision and use of employee assistance programs (EAPs) and management consultant resources. This includes determining the purpose of calls, assessing clients' needs, and communicating pertinent EAP/Worklife services and resources.

Responsibilities:

  • Determines purpose of call by actively listening and interacting with callers, triaging calls in a professional and timely manner.
  • Assesses clients' needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.
  • Recognizes crisis situations and evaluates for needed action to minimize risk.
  • Performs appropriate research in internal databases and online to identify potential providers and resources.
  • Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally.
  • Receives calls transferred from counselors and provides immediate member assistance.
  • Schedules appointments for members with counselors.
  • Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc.
  • Communicates effectively with all internal stakeholders.
  • Utilizes relevant Aetna databases to research and identify validated, appropriate member resources.
  • Assists team members with printing and fulfillment needs 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.
  • Provides miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned.
  • Compliance with policies and regulatory standards.
  • Protects the confidentiality of member information and adheres to enterprise policies, and EAP and Worklife policies and procedures.
  • Maintains accurate and complete internal documentation of required information that meets risk management and regulatory requirements.


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