Customer Health Care Concierge

Job DescriptionHealth is everything. At CVS Health we are committed to increasing access, lowering costs and improving quality of care. Millions of times a day, we're helping people on their path to better health-from advising on prescriptions to helping manage chronic and specialty conditions. Because we're present in so many moments, big and small, we have an active, supportive role in shaping the future of health care. By tapping into CVS HealthHUB knowledge and employing sharp communication skills, the Care Concierge will help elevate the store into a healthcare destination. The Care Concierge delivers on the company's purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service. The Care Concierge will act as a navigator and coordinator to proactively engage and assist customers, patients and caregivers find the healthcare services and products they need. Concierge colleagues will promote relevant HealthHUB classes, programs, and digital tools to interested customers. To support their efforts, colleagues will create customer profiles to record interaction details, comments, and outcomes as a means to help leaders further refine offerings for current and future HealthHUB stores. The Care Concierge may act as a Product Resource Assistant to provide exceptional customer service for full product selection of the Home Health Care (HHC) department. Within the Product Resource Assistant capacity, colleagues will communicate and collaborate with leaders to promote the Durable Medical Equipment (DME) business to those individuals who need and would benefit from such supplies. The Care Concierge will be trained per manufacturer specifications and guidelines on how to instruct customers on product fitting (e.g., compression or CPAP masks). This role will be located in select retail stores and serve customers, patients and caregivers during the MinuteClinic's hours of operation. Under the supervision of a HealthHUB Field Leader and local Store Manager, the Care Concierge will listen to customer, patient and caregiver needs and to create memorable service experiences. The role entails working with guidance and the expectation that colleagues will adhere to and adopt emerging best practices to satisfy customer needs and exceed expectations.Essential Functions:1. Engage customers by proactively welcoming them to the HealthHUB a. Build relationships with customers, patients and caregivers by answering service (non-clinical) questions and welcoming them to the HealthHUBb. Provide individualized customer service based on unique customer needs.c. Deliver on the CVS Health purpose-driven service culture by always putting people firstd. Engages customers to identify opportunities to improve service and/or customer experience via in-store interactions or via technology solution (s) (e.g. CRM) 2. Assist customers by helping them navigate healthcare services and products a. Through personalized conversation, try to determine the root cause for the customer's visit to the HealthHUBb. Help customers navigate various programs, digital tools, and HealthHUB classes and programsc. Facilitate customer's engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals.d. Assist customers with scheduling 1:1 healthcare consultations with HUB clinicians and enrolling them for classes within the Wellness Rooms.e. Assists customers with how to contact their health insurance provider (e.g. reviews insurance card with customer to identify the appropriate number for the customer to call) f. Support patient MinuteClinic registration by offering to help at the kiosk or on Minute Clinic iPadsg. Drive awareness of in-store Licensed Dietitian (LD), co-manage the LD calendar for scheduling appointmentsh. Proactively offer to help customers find items they are looking for in the store. 3. Promote CVS Health consumer facing healthcare programs/initiatives and HealthHUB offerings a. Introduce CVS ExtraCare program and offer enrollment assistance, as neededb. Promote CVS mobile apps (or featured 3rd party apps) and digital tools to interested customers and drive awareness of CVS website functionalityc. Promote and drive awareness of CVS Health insurance programs and/or initiatives, infusion services, specialty pharmacy programs, etc. d. Promote and drive awareness of upcoming Wellness Room classes, print and distribute event flyers and sign-up customers, patients and caregivers to fill classes; make outbound calls to confirm class attendance and support set-up on the day of classes and events 4. Act as Product Resource Assistant for Home Health Care (HHC):(a) Seek out customers and ensure they have an exceptional experience through great service, including offering needed services(b) Drive awareness and inform customers, patients and caregivers of availability of needed in-store durable medical equipment (DME) products and services (c) Educate customers on product specifications, comparison, benefits, use, maintenance and related products. 5. Adhere to Professional Practice standards(a) Keep our communities safe by ensuring compliance with all federal and state laws, rules and regulations and CVS policy and procedures at all times(b) Communicate with customers/patients while protecting their confidential health and medication information according to HIPAA and relevant state laws. (c) Support field leaders by providing feedback about customer interactions on a regular cadence; support corrective measures aimed at increasing service utilization metrics and product sales(d) Ensuring that any clinical advice is provided only by providers. 6. Regular and Predictable Job Attendance & PunctualityPay RangeThe typical pay range for this role is:Minimum: 17.00Maximum: 27.00Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required QualificationsHealth is everything. At CVS Health we are committed to increasing access, lowering costs and improving quality of care. Millions of times a day, we're helping people on their path to better health-from advising on prescriptions to helping manage chronic and specialty conditions. Because we're present in so many moments, big and small, we have an active, supportive role in shaping the future of health care. By tapping into CVS HealthHUB knowledge and employing sharp communication skills, the Care Concierge will help elevate the store into a healthcare destination. The Care Concierge delivers on the company's purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service. The Care Concierge will act as a navigator and coordinator to proactively engage and assist customers, patients and caregivers find the healthcare services and products they need. Concierge colleagues will promote relevant HealthHUB classes, programs, and digital tools to interested customers. To support their efforts, colleagues will create customer profiles to record interaction details, comments, and outcomes as a means to help leaders further refine offerings for current and future HealthHUB stores. The Care Concierge may act as a Product Resource Assistant to provide exceptional customer service for full product selection of the Home Health Care (HHC) department. Within the Product Resource Assistant capacity, colleagues will communicate and collaborate with leaders to promote the Durable Medical Equipment (DME) business to those individuals who need and would benefit from such supplies. The Care Concierge will be trained per manufacturer specifications and guidelines on how to instruct customers on product fitting (e.g., compression or CPAP masks). This role will be located in select retail stores and serve customers, patients and caregivers during the MinuteClinic's hours of operation. Under the supervision of a HealthHUB Field Leader and local Store Manager, the Care Concierge will listen to customer, patient and caregiver needs and to create memorable service experiences. The role entails working with guidance and the expectation that colleagues will adhere to and adopt emerging best practices to satisfy customer needs and exceed expectations.Essential Functions:1. Engage customers by proactively welcoming them to the HealthHUB a. Build relationships with customers, patients and caregivers by answering service (non-clinical) questions and welcoming them to the HealthHUBb. Provide individualized customer service based on unique customer needs.c. Deliver on the CVS Health purpose-driven service culture by always putting people firstd. Engages customers to identify opportunities to improve service and/or customer experience via in-store interactions or via technology solution (s) (e.g. CRM) 2. Assist customers by helping them navigate healthcare services and products a. Through personalized conversation, try to determine the root cause for the customer's visit to the HealthHUBb. Help customers navigate various programs, digital tools, and HealthHUB classes and programsc. Facilitate customer's engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals.d. Assist customers with scheduling 1:1 healthcare consultations with HUB clinicians and enrolling them for classes within the Wellness Rooms.e. Assists customers with how to contact their health insurance provider (e.g. reviews insurance card with customer to identify the appropriate number for the customer to call) f. Support patient MinuteClinic registration by offering to help at the kiosk or on Minute Clinic iPadsg. Drive awareness of in-store Licensed Dietitian (LD), co-manage the LD calendar for scheduling appointmentsh. Proactively offer to help customers find items they are looking for in the store. 3. Promote CVS Health consumer facing healthcare programs/initPreferred Qualifications- 5-8 years of experience in health care, customer service, patient relations and/or hospitality concierge- CPhT, medical or customer service certification is a plus- Bilingual English-Spanish language proficiency- Prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA- Experience reviewing or inputting data into CRM databases- Motivational interviewing experienceEducation- Verifiable High School diploma or GED is required.- An Associate's Degree is preferred.Business OverviewBring 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2024-10-19