Customer Health Care Concierge
Company: CVS Pharmacy
Location: Kenosha
Posted on: June 25, 2022
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Job Description:
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
welcomeing 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
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
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 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
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
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 servicesb. Drive awareness and inform
customers, patients and caregivers of availability of needed
in-store durable medical equipment (DME) products and servicesc.
Educate customers on product specifications, comparison, benefits,
use, maintenance and related products.5. Adhere to Professional
Practice standardsa. Keep our communities safe by ensuring
compliance with all federal and state laws, rules and regulations
and CVS policy and procedures at all timesb. 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 salesd.
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
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 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 OverviewBring your heart to CVS HealthEvery 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 Pharmacy, Kenosha , Customer Health Care Concierge, Hospitality & Tourism , Kenosha, Wisconsin
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