Customer Health Care Concierge
Company: CVS Health
Location: Poway
Posted on: February 20, 2021
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Job Description:
*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, were helping people on
their path to better health from advising on prescriptions to
helping manage chronic and specialty conditions. Because were
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 companys
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 MinuteClinics 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 welcomeing them to the HealthHUB a. Build relationships
with customers, patients and caregivers by answering service
(non-clinical) questions and welcoming them to the HealthHub b.
Provide individualized customer service based on unique customer
needs. c. Deliver on the CVS Health purpose-driven service culture
by always putting people first d. Engages customers to identify
opportunites 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 HealthHUB b. Help
customers navigate various programs, digital tools, and HealthHUB
classes and programs c. 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 care 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
iPads g. Drive awareness of in-store Licensed Dietitian (LD),
co-manage the LD calendar for scheduling appointments h.
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 needed b.
Promote CVS mobile apps (or featured 3rd party apps) and digital
tools to interested customers and drive awareness of CVS website
functionality. c. Promote and drive awareness of CVS Health
insurance programs and/or initiatives, infusion services,
speciality 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.br> 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 &
Punctuality *Required 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 solutions Physical 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 parts *Preferred 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 experience *Education* -
Verifiable High School diploma or GED is required. - An Associate's
Degree is preferred. *Business Overview* At 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, Poway , Customer Health Care Concierge, Healthcare , Poway, California
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