Job Description: Respond to member inquiries through phone, video, and live chat Assess member needs and connect individuals to 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 Requirements: 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 High school diploma or equivalent required Benefits: CVS Health bonus, commission or short-term incentive program in addition to base pay Medical coverage Dental coverage Vision coverage Paid time off Retirement savings options Wellness programs Other resources supporting physical, emotional, and financial well-being