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CVS HealthCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing emotional support and behavioral health resources while effectively navigating multiple systems in a fast-paced environment. Strong communication and interpersonal skills are essential for connecting members with appropriate services and maintaining confidentiality.
Highest-signal resume keywords
Behavioral Health SupportCrisis InterventionCustomer Service ExperienceVerbal Communication SkillsActive Listening
About the role
Key responsibilities & impact- Serve as the first point of contact for members seeking emotional support, behavioral health resources, and employee assistance services through Aetna's Resources for Living Employee Assistance Program
- Respond to member inquiries via 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
What you’ll need- 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
- Sat-Wed, 1:00 PM-9:30 PM EST shift availability
- Preferred: experience supporting individuals in behavioral health, employee assistance, crisis support, or related helping professions
- Preferred: experience working in a high-volume customer service environment
- Preferred: bilingual language skills
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call Center ExperienceClient SupportDocumentation SkillsBenefit EducationSystem Navigation
Soft Skills
Interpersonal SkillsCalm Under PressureEmpathyDe-escalation Techniques
Tools & Technologies
Video ConferencingLive Chat PlatformsCustomer Support Software
Industry Keywords
Employee Assistance ProgramSocial ServicesHuman ServicesCrisis SupportBehavioral Health Resources