Schedule: Monday – Friday 9am- 5:30pm EST (WMC recommendation). Schedules subject to change at any time with advanced notice.
Fully remote role.
As a 24-hour call center operation, employees are required to support holiday coverage at a reduced staffing level. This means working some holidays, and observing the holiday on others.
• Answer inbound calls from providers regarding
EAP/mental health benefits, authorizations, and claims
• Maintain provider records in Stoplight/Relationship
Manager/Smart Front End, document each contact with
provider and/or member
• Connect member with additional benefits/external
resources as needed
• Create authorizations for face-to-face counseling
• Negotiate Single Case Agreement rates with providers
that are not contracted with EAP
• Assist with Account Executive Inquiries, e.g. reviewing
network/provider availability concerns, incorrect
information given to members, outreach calls to member
• Assist with inbound MES call volume as needed
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit
Basic computer knowledge, 1-3 years of call center customer service experience
• Associate’s or bachelor’s degree in a social, psychological
or human service field or equivalent experience preferred
• Mental health and human services background preferred
• 1-3 years of healthcare experience preferred
In the education field, identify the degree required and the equivalent experience if applicable for the role. Note this does not apply to clinical or special certification roles
High school diploma/GED or equivalent experience required