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WorkLife Consultant

Primary Location: Austin, TX
Additional Locations: CT-Hartford, TX-Austin
This role is office based in Austin, TX or Hartford, CT
The required hours are Monday-Friday 9:30am-6pm EST

The WorkLife Consultant (WLC) is part of the WorkLife Team and provides consultation, assessment and resource referrals to a variety of customers for a variety of needs including child care, elder/adult care, and basic/everyday needs.

Fundamental Components:
The WLC is responsible for providing Worklife consultation and informational services to members and plan sponsors. The most frequent requests received are for child care/children with special needs, elder/adult care, basic/everyday needs, and mental health. Due to expanded new business, elder care is the top requested need. The WLC assesses needs, proposes options and researches/screens potential community service providers to meet the assessed needs. Provides resource referrals, and coaches individuals on how to use resources to handle various life and work situations. Appropriately documents member interactions and research/case fulfillment in the system. Works in a call center environment and completes outbound phone calls and research in between taking calls from the inbound queue. Not all calls will be research/referral oriented. Some calls may be more administrative or customer service oriented. Additional responsibilities assigned based on business need.

Background Experience:
-Experience working in call center environment is preferred
-Experience delivering care is required
-Crisis intervention experience is preferred
-Experience in handling family situations and/or relationship concerns is preferred
-1+ years of experience in a social or human services preferred (case mgmt, clinical, psychiatric, medical setting)
-Knowledge and /or experience in Employee Assistance Programs is preferred
-Experience working with diverse populations is required
-Excellent computer skills including MS Office applications such as Excel, Word and Outlook are required
-Masters degree in Social Work preferred
-A minimum of a bachelor's degree is required
-1+ year of experience locating resources is required

Additional Job Information:
Exciting opportunity to be a part of a growing team.

Required Skills:
Service - Creating a Differentiated Service Experience, Service - Improving Constituent-Focused Processes, Service - Working Across Boundaries

Functional Skills:
Customer Service - Customer Service - Member Services - Traditional products, Customer Service - Customer service - transaction based environment

Technology Experience:
Desktop Tool - Microsoft Explorer, Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft Word

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.


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