📍 Job Overview

Job Title: Worklife Customer Support Associate - Employee Assistance Program (Mon-Fri 9:00AM-6:00PM PST)
Company: CVS Health
Location: Work At Home-California, United States
Job Type: Full-Time, Remote
Category: Customer Support & Service
Date Posted: June 10, 2025
Experience Level: Entry to Mid-level (0-2 years)
Remote Status: Remote (California only)

🚀 Role Summary

Provide immediate, 24/7 mental health support to members through video, live chat, or phone.
Create a safe and supportive environment, assessing clinical risk, and referring members to benefits and resources.
Offer crucial frontline support, identifying warning signs, de-escalating situations, and connecting members to appropriate providers.

📝 Enhancement Note: This role requires strong interpersonal skills, emotional intelligence, and comfort with digital platforms in a fast-paced, emotionally sensitive setting. Candidates should be passionate about mental wellness advocacy and have experience in a customer support environment, particularly with virtual communication.

💻 Primary Responsibilities

Respond to Incoming Communications: Handle incoming calls, video chats, and messages from individuals seeking emotional support or mental health resources.
Assess Clinical Risk: Identify warning signs and transfer members for clinical support when necessary.
Navigate Benefits and Resources: Help members understand and access their employee assistance program and behavioral health benefits, as well as internal and external resources.
Document Interactions: Maintain accurate and up-to-date records of all interactions, ensuring compliance with HIPAA and internal policies.
Maintain a Professional Environment: Ensure privacy and maintain a calm, empathetic presence during interactions.

📝 Enhancement Note: This role requires strong verbal communication, active listening, and problem-solving skills. Candidates should be able to remain composed and supportive during emotionally intense or crisis situations.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required.

Experience: 1-2 years of experience in a call center, help line, or customer support environment, especially involving virtual communication.

Required Skills:

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.

Preferred Skills:

Experience using multiple systems and screens, video platforms, virtual calls, and chat platforms in member-facing roles.
Experience working with the behavioral health population.
Bilingual or multilingual skills.
Bachelor’s degree in psychology, social work, or a related field.

📝 Enhancement Note: While a bachelor's degree is preferred, the most important qualifications for this role are strong interpersonal skills, emotional intelligence, and experience in a customer support environment.

📊 Portfolio & Project Requirements (N/A)

💵 Compensation & Benefits

Salary Range: The typical pay range for this role is $18.50 - $38.82 per hour. The actual base salary offer will depend on various 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.

Benefits:

Affordable medical plan options, 401(k) plan (including matching company contributions), and 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.

📝 Enhancement Note: CVS Health offers a comprehensive and competitive mix of pay and benefits, investing in the physical, emotional, and financial wellness of their colleagues and their families.

🎯 Team & Company Context

Company Culture: CVS Health is committed to fostering a workplace where every colleague feels valued and that they belong. They strive to create an inclusive environment where colleagues can bring their authentic selves to work and be part of a team that reflects the customers, patients, members, and communities they serve.

Team Structure: The Worklife team is part of Aetna Mental Wellbeing, which is reimagining how mental health is delivered with a unified, tech-enabled approach for their best-in-class Employee Assistance Program (EAP), Resources for Living. The team consists of customer support associates, clinical professionals, and support staff working together to provide timely, high-quality mental health care to members nationwide.

Development Methodology: The team follows a customer-centric approach, focusing on providing immediate, 24/7 mental health support through various communication channels. They prioritize creating a safe and supportive environment for members, assessing clinical risk, and connecting members to appropriate resources and benefits.

Company Website: https://www.cvshealth.com/

📝 Enhancement Note: CVS Health is a leading health solutions company, reaching millions of Americans through their local presence, digital channels, and more than 300,000 purpose-driven colleagues. They are committed to transforming health care and surrounding themselves with dedicated colleagues who are passionate about making a difference in the lives of their customers, patients, and members.

📈 Career & Growth Analysis

Customer Support Associate Role: This role is an entry to mid-level position within the Worklife team, focusing on providing immediate mental health support to members. The primary responsibility is to create a safe and supportive environment for members, assess clinical risk, and connect them to appropriate resources and benefits.

Reporting Structure: The Customer Support Associate reports directly to the Worklife Team Lead, who oversees the day-to-day operations of the team. They work closely with clinical professionals and support staff to ensure members receive the best possible care.

Technical Impact: The Customer Support Associate plays a vital role in Aetna Mental Wellbeing's commitment to delivering timely, high-quality mental health services to people nationwide. By providing immediate, 24/7 support and connecting members to vital resources, they help to transform access to mental health support.

Growth Opportunities:

Career Progression: With experience and demonstrated success, Customer Support Associates may have the opportunity to advance to senior roles within the Worklife team or explore other career paths within CVS Health.
Technical Skill Development: This role offers the opportunity to develop and enhance customer support and communication skills, as well as gain experience working with the behavioral health population.
Leadership Potential: As the team grows and evolves, there may be opportunities for Customer Support Associates to take on leadership roles, mentoring new team members, and contributing to the development of best practices and processes.

📝 Enhancement Note: While this role is focused on providing immediate mental health support, there are opportunities for growth and development within the Worklife team and CVS Health more broadly. Candidates should be eager to learn and grow in a dynamic and evolving environment.

🌐 Work Environment

Office Type: Remote, work-from-home environment.

Office Location(s): Work At Home-California, United States.

Workspace Context:

Remote Workspace: Customer Support Associates must maintain a private, professional, and distraction-free workspace at home, with a reliable wired broadband or fiber internet connection.
Communication Tools: The team uses various communication tools, including video platforms, live chat, and phone systems to connect with members and collaborate with colleagues.
Cross-Functional Collaboration: The Worklife team works closely with clinical professionals and support staff to ensure members receive the best possible care. They also collaborate with other departments within CVS Health to ensure seamless integration with other services and benefits.

Work Schedule: Full-time, Monday through Friday, 9:00 AM to 6:00 PM PST. Customer Support Associates must be available to work during these hours and have a flexible schedule to accommodate member needs as they arise.

📝 Enhancement Note: While this role is remote, it requires a dedicated and focused workspace, as well as reliable internet connectivity to ensure Customer Support Associates can provide the best possible support to members.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and fit for the role.
Behavioral Interview: A structured interview focusing on customer support and communication skills, as well as problem-solving and emotional intelligence.
Role-Play Scenario: A scenario-based exercise to assess the candidate's ability to handle emotionally intense or crisis situations and provide appropriate support to members.
Final Interview: A meeting with the Worklife Team Lead to discuss the candidate's fit for the role and the team's culture and values.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation: (N/A)

ATS Keywords: Customer Support, Mental Health, Emotional Intelligence, Active Listening, Verbal Communication, Crisis Management, Technological Proficiency, Documentation, Behavioral Health Knowledge, Interpersonal Skills, Mental Wellness Advocacy.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, emotional intelligence, and ability to handle emotionally intense or crisis situations. Candidates should be prepared to discuss their experience in a customer support environment and provide examples of how they have provided exceptional support to customers or clients in the past.

🛠 Technology Stack & Web Infrastructure

Communication Platforms:

Video platforms (e.g., Microsoft Teams, Zoom)
Live chat platforms (e.g., Five9, Genesys)
Phone systems (e.g., Avaya, Cisco)

Documentation Tools:

Electronic health records (EHR) systems
Customer relationship management (CRM) software
Internal communication and collaboration tools (e.g., Microsoft Teams, Slack)

📝 Enhancement Note: The technology stack for this role is focused on communication and documentation tools to ensure Customer Support Associates can provide the best possible support to members and collaborate effectively with colleagues.

👥 Team Culture & Values

Worklife Team Values:

Member-Centric: Prioritize the needs and well-being of members above all else.
Empathetic: Approach every interaction with empathy, understanding, and compassion.
Collaborative: Work closely with colleagues and other departments to ensure members receive the best possible care.
Adaptable: Embrace change and continuously seek to improve the support and resources available to members.
Professional: Maintain a high standard of professionalism and ethical conduct in all interactions with members and colleagues.

Collaboration Style:

Cross-Functional Integration: Work closely with clinical professionals and support staff to ensure members receive the best possible care.
Code Review Culture: Regularly review and provide feedback on the quality and effectiveness of support provided to members.
Knowledge Sharing: Actively share knowledge and best practices with colleagues to enhance the overall quality of support provided to members.

📝 Enhancement Note: The Worklife team is committed to fostering a collaborative and supportive environment where colleagues can grow and develop both personally and professionally. They prioritize the needs and well-being of members above all else and strive to provide the best possible care through empathy, understanding, and compassion.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Emotionally Intense Situations: Handle emotionally intense or crisis situations with empathy, understanding, and professionalism.
Crisis Management: Develop and refine crisis management skills to ensure the safety and well-being of members and colleagues.
Technological Proficiency: Troubleshoot basic issues related to video chat and call center platforms, as well as maintain a reliable internet connection.
Documentation Accuracy: Maintain accurate and up-to-date records of all interactions, ensuring compliance with HIPAA and internal policies.

Learning & Development Opportunities:

Career Progression: With experience and demonstrated success, Customer Support Associates may have the opportunity to advance to senior roles within the Worklife team or explore other career paths within CVS Health.
Technical Skill Development: This role offers the opportunity to develop and enhance customer support and communication skills, as well as gain experience working with the behavioral health population.
Leadership Potential: As the team grows and evolves, there may be opportunities for Customer Support Associates to take on leadership roles, mentoring new team members, and contributing to the development of best practices and processes.

📝 Enhancement Note: While this role presents unique challenges, it also offers significant opportunities for growth and development within the Worklife team and CVS Health more broadly. Candidates should be eager to learn and grow in a dynamic and evolving environment.

💡 Interview Preparation

Technical Questions:

Communication Skills: Describe a time when you provided exceptional support to a customer or client in a challenging situation. What steps did you take to ensure their needs were met?
Crisis Management: How would you handle a situation where a member was in crisis and required immediate clinical intervention? What steps would you take to ensure their safety and well-being?
Technological Proficiency: Describe a time when you had to troubleshoot a technical issue related to a communication platform. How did you resolve the issue, and what steps did you take to prevent similar issues in the future?

Company & Culture Questions:

Team Dynamics: How do you approach working collaboratively with colleagues from different departments to ensure members receive the best possible care?
Adaptability: Describe a time when you had to adapt to a significant change in your work environment. How did you approach the change, and what steps did you take to ensure a smooth transition?
Member-Centricity: How do you prioritize the needs and well-being of members in your daily work? Can you provide an example of a time when you went above and beyond to ensure a member received the best possible care?

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, emotional intelligence, and ability to handle emotionally intense or crisis situations. Candidates should be prepared to discuss their experience in a customer support environment and provide examples of how they have provided exceptional support to customers or clients in the past.

📌 Application Steps

To apply for this Worklife Customer Support Associate - Employee Assistance Program (Mon-Fri 9:00AM-6:00PM PST) position:

Submit Your Application: Visit the CVS Health careers website and search for the job title to submit your application.
Prepare Your Portfolio: (N/A for this role)
Review Job Description: Thoroughly review the job description to ensure you understand the role's requirements and responsibilities.
Research CVS Health: Familiarize yourself with CVS Health's mission, values, and culture to ensure you are a strong fit for the organization.
Prepare for Interviews: Practice common customer support and communication scenarios, as well as crisis management situations, to ensure you are confident and prepared for the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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