Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Schedule: Sunday - Thursday | 3pm-11:30pm EST

Holiday work is expected.

Schedules may be adjusted based on business need.

Responsible for provision of telephone-based consultation, counseling and informational services to members.

Provides one-time or ongoing counseling and lifestyle management services, leveraging the outcomes tools in support of optimal care

Member Support:

• Consultation - Provides telephone triage, crisis intervention and related services.
• Assesses member’s immediate clinical needs and utilizes appropriate clinical tools to identify and provide services.
• Engages members and provides immediate support and assists with coping skills to address ongoing lifestyle management.
• Determines appropriate intervention, action steps in dealing with member’s situational concerns including members in crisis.

Counseling:

• Provides telephone counseling to individuals with a variety of presenting issues including but not limited to mental, emotional, disorders, conditions, addictions, lifestyle management and worklife concerns.
• Can consist of individual, joint or family sessions
• Can be stand alone or on-going sessions
• Provides clinical services utilizing a variety of advanced clinical assessments, therapeutic interventions and/or models, which supports the level of care and engagement of members and are in alignment with the member’s theory of change.
• Uses appropriate and acceptable judgment, clinical theories, knowledge, methods, ethics, and professional use of self to restore or enhance social, psychosocial, or biopsychosocial functioning of members.
• Provides intensive case management and consultation for clinical risk cases and management referrals.

Informational Services:

• Provides information to members and providers regarding mental health, substance abuse benefits, community treatment resources, and related mental health programs
• Assists members with linkage to resources to aid in the alleviation of stressors

Team member support:

• Collaborates with team of professionals in a way that supports a positive clinical outcome and continuity of care for all members
• Interacts with internal and external providers as appropriate to discuss clinical questions and concerns regarding specific cases
• Provides consultation to supervisors and other account representatives in order to facilitate appropriate EAP response to employees with performance, attendance, safety, and fitness for duty, critical incidents and other work related problems

Compliance with Policies and Regulatory Standards:

• Protects the confidentiality of member information and adheres to enterprise, EAP policies regarding confidentiality.
• Maintains accurate and complete documentation of required information that meets risk management and regulatory requirements.
• Maintain current independent clinical licensure in good standing, meet all licensure requirements within state guidelines and seek professional development

Required Qualifications

• 1+ year of crisis intervention skills required
• Valid unrestricted independent professional behavioral health clinical license to practice per state regulations in the state they reside in/ one or more or equivalent is required: LPC, LMFT, LCSW, LMHC, LCMHC, LICSW, LISW, Clinical Psychologist.

Preferred Qualifications

• 1+ years of EAP, Behavioral Health or Social Services experience
• Experience working with diverse populations - Familiarity with brief therapy models and Motivational Interviewing
• Call Center work experience preferred
• Ability to establish and maintain rapport quickly to develop a high level of customer trust
• Experience in facilitating patient/client positive behavior change
• Strong computer and literacy skills
• 24x7x365 call center coverage needed, holiday coverage may be required
• Experience in handling mental health, psychiatric care, family situations and relationship concerns preferred

Education

Master’s Degree in behavioral health counseling profession.

Pay Range

The typical pay range for this role is:

$54,095.60 - $116,760.80

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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 12/23/2024

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