Worklife Customer Support Associate - Employee Assistance Program (Mon-Fri 9:00AM-6:00PM PST)

Mon-Fri 9:00AM-6:00PM PST; Must reside in California

Aetna Mental Well-being is reimagining how mental health is delivered with a unified, tech-enabled approach for our best-in-class Employee Assistance Program (EAP), Resources for Living. The Care Partner plays a vital role in Aetna Mental Wellbeing’s commitment to delivering timely, high-quality mental health care. This position transforms access to mental health support by providing members with an immediate, 24/7 connection via video, live chat, or phone. We are seeking candidates who share our passion for delivering industry-leading mental health services to people nationwide.

We offer real-time support and connect members to vital resources including behavioral health benefits and employer resources. You'll offer crucial frontline support, identifying warning signs, de-escalating situations, and referring members to their benefits as well as our team of clinicians. Ideal for those with strong interpersonal skills, a passion for mental wellness advocacy, and comfort with digital platforms in a fast-paced, emotionally sensitive setting.

Key Responsibilities:

• Respond to incoming calls, video chats, and messages from individuals seeking emotional support or mental health resources.
• Create a safe and supportive environment for members by ensuring privacy and maintaining a calm, empathetic presence.
• Assess/Identify clinical risk and transfer member for clinical support.
• Help members navigate through employee assistance program and behavioral health benefits, internal and external resources, and connect to appropriate providers.
• Document all interactions in real-time using secure systems, in compliance with HIPAA and internal policies.

Required Qualifications:

• 1-2 years of experience in a call center, help line, or customer support environment—especially involving virtual communication.
• Strong verbal communication, emotional intelligence, and active listening skills; ability to remain composed and supportive during emotionally intense or crisis situations.
• Technologically proficient; able to troubleshoot basic issues related to video chat and call center platforms.
• Maintain a private, professional, and distraction-free workspace, be camera ready and supported by a reliable wired broadband or fiber internet connection (minimum 400 Mbps download, 10–20 Mbps upload; DSL and cellular not permitted).

Preferred Qualifications:

• Experience using multiple systems and screens, video platforms, virtual calls and chat platforms (e.g.Five9, Microsoft Teams, or proprietary systems) in member-facing roles.
• Experience working with the Behavioral Health population.
• Bilingual or multilingual skills.
• Bachelor’s degree in psychology, social work, or related field preferred.

Educational Requirements:

• High school diploma or equivalent required

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

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.

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 people

We 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/17/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.