Customer Health Care Concierge
Company: CVS Health
Location: Austin
Posted on: June 24, 2022
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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, 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 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 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 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 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 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, 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 & 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
Bring 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.
Keywords: CVS Health, Austin , Customer Health Care Concierge, Hospitality & Tourism , Austin, Texas
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