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: Tuesday-Saturday | 3pm-11:30pm EST

• 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.

• 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.

• 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

• 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

• 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

• 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.

• 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