Customer Health Care Concierge
Company: CVS Health
Location: Lorain
Posted on: January 11, 2021
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Job Description:
Health 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 HealthHUBa. 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
productsa. 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 offeringsa. 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 events4. 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 & PunctualityRequired Qualifications*
3-5 years of health care, customer service, patient relations
and/or hospitality concierge experience* Naturally passionate about
proactively engaging with and caring for customers to understand
their needs and explain our products and services available that
influences their decisions* Comfortable working in a dynamic role
and open to continuous growth and evolution of responsibilities*
Ability to receive and act on feedback; resilient, curious and
seeks to learn* Strong computer, data entry, and typing skills;
ability to work between multiple technology platforms; able to
learn and utilize new technology as service evolves* Proficiency in
Microsoft Office applications, including: Outlook, Word and Excel*
Comfortable working with ambiguity* Strong organization skills and
attention to detail* Ability to multitask and prioritize while
maintaining a pleasant and calm demeanor with customers, patients
and caregivers* Excellent communication (verbal, written and
listening) skills* Ability to read body language and interact
appropriately with others* Self-starter and able to successfully
work with minimal supervision.* Great problem solver with ability
to collaboratively engage with customers, patients, caregivers and
other team members to create innovative solutionsPhysical
Requirements of the Job:* Remaining upright on the feet,
particularly for sustained periods of time* Moving about on foot to
accomplish tasks, particularly for moving from one work area to
another* Extending hand(s) and arm(s) in any direction* Bending
body downward and forward by bending spine at the waist* Stooping
to a considerable degree and requiring full use of the lower
extremities and back muscles* Expressing or exchanging ideas by
means of spoken word; those activities where detailed or important
spoken instructions must be conveyed accurately* Visual Acuity: the
worker is required to have close visual acuity to perform
activities such as: transcribing, viewing a computer terminal,
reading, visual inspection involving small partsPreferred
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 OverviewAt CVS Health, we are joined in a common
purpose: helping people on their path to better health. We are
working to transform health care through innovations that make
quality care more accessible, easier to use, less expensive and
patient-focused. Working together and organizing around the
individual, we are pioneering a new approach to total health that
puts people at the heart.We strive to promote and sustain a culture
of diversity, inclusion and belonging every day. CVS Health is an
equal opportunity and affirmative action employer. We do not
discriminate in recruiting, hiring or promotion based on race,
ethnicity, sex/gender, sexual orientation, gender identity or
expression, age, disability or protected veteran status or on any
other basis or characteristic prohibited 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.
Keywords: CVS Health, Lorain , Customer Health Care Concierge, Hospitality & Tourism , Lorain, Ohio
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