Analyst, EAP WorkLife

About the position

The WorkLife Consultant (WLC) is an integral part of the WorkLife Team at CVS Health, dedicated to providing comprehensive education about community resources and conducting resource needs assessments for a diverse range of customers. This role is fully remote and allows for flexibility, enabling the WLC to assist individuals across the contiguous United States. The primary focus of the WLC is to offer WorkLife consultation and informational services to both members and plan sponsors, addressing a variety of needs such as childcare, elder/adult care, and basic everyday necessities. The WLC is expected to handle frequent requests related to emergency financial assistance, housing, childcare for children with special needs, elder/adult care, and health-related inquiries. In this role, the WLC will assess the resource needs of clients, propose viable options, and research or screen potential community service providers to meet those needs effectively. The consultant will provide resource referrals and educate individuals on how to utilize these resources to navigate various life and work situations. Accurate documentation of member interactions and case fulfillment is crucial, as is the ability to work in an inbound and outbound call center environment. The WLC will be responsible for completing outbound phone calls and conducting necessary research, while also managing administrative or customer service-oriented calls as needed. Additional responsibilities may include staffing an online chat platform to assist clients in real-time. The position requires a strong commitment to customer service and the ability to communicate effectively, both verbally and in writing. The WLC will play a vital role in transforming the culture of CVS Health by delivering personalized, convenient, and affordable health care solutions, all while embodying the company’s core values and purpose.

Responsibilities
• Assess resource needs and propose options for clients.
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• Research and screen potential community service providers.
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• Provide resource referrals and educate clients on resource utilization.
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• Document member interactions and case fulfillment accurately.
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• Handle inbound and outbound calls in a call center environment.
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• Complete outbound phone calls and conduct necessary research.
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• Manage administrative or customer service-oriented calls as needed.
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• Staff an online chat platform to assist clients.

Requirements
• 1+ year(s) of experience educating individuals/families on community resources and making referrals.
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• 1+ year(s) of experience working with elderly and/or adults with disabilities, including resource needs assessments.
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• 1+ year(s) experience in social work, social services, case management, or related fields.
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• 1+ year(s) experience conducting resource needs assessments for various needs.
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• Excellent written communication skills, clear and detailed.
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• Excellent verbal communication skills, clear and professional.
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• Access to Broadband or Fiber internet with minimum speed of 25mbps/3mbps, hard wired to the modem.
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• Excellent computer skills, including proficiency in MS Office applications.

Nice-to-haves
• Spanish speaking ability.
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• 1+ year(s) of experience in a call center environment.
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• Experience working with diverse populations.

Benefits
• Medical, dental, and vision benefits.
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• 401(k) retirement savings plan.
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• Employee Stock Purchase Plan.
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• Fully-paid term life insurance plan.
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• Short-term and long-term disability benefits.
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• Well-being programs and education assistance.
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• Free development courses.
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• CVS store discount and discount programs with partners.
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• Paid Time Off (PTO) and paid holidays.