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Job Summary

The Care Partner serves as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living (RFL) Employee Assistance Program. This role provides compassionate, timely support via phone, video, and chat while helping members access appropriate resources, benefits, referrals, and clinical support.

Shift: Mon-Fri 8:30 AM- 5:00 PM

Key Responsibilities:

• Respond to member inquiries and provide support through phone, video, and live chat.
• Assess member needs and connect individuals to appropriate behavioral health, employee assistance, and community resources.
• Provide information, guidance, referrals, and benefit education.
• Recognize warning signs, de-escalate challenging situations, and facilitate clinical transfers when appropriate.
• Support members and their families while adhering to program policies and service standards.
• Accurately document interactions and maintain confidentiality.
• Navigate multiple systems simultaneously in a fast-paced, service-focused environment.

Required Qualifications:

• 1-2 years of experience in a call center, help line, customer support, or similar virtual service environment.
• 1 year of experience in a social service, behavioral health, psychological, human services, or client support role.
• Strong verbal communication, active listening, and interpersonal skills.
• Ability to remain calm and supportive during emotionally challenging or crisis situations.
• Strong computer skills with the ability to navigate multiple systems simultaneously.
• Reliable, hardwired broadband or fiber internet connection required.

Preferred Qualifications:

• Experience supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions.
• Experience working in a high-volume customer service environment.
• Bilingual language skills.

Education:

• High school diploma or equivalent required.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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