Customer Health Care Concierge

CVS Health Lenexa , KS 66215

Posted 2 weeks ago

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

It's a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Rep Customer Care I Lenexa KS

Quest Diagnostics Incorporated

Posted 6 days ago

VIEW JOBS 3/28/2020 12:00:00 AM 2020-06-26T00:00 Job Description Rep, Customer Care - Lenexa, KS In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve. At Quest, Client Service is something we take pride in - making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that's why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader. Handle all inbound customer contacts received by telephone. Place outbound calls to clients in accordance with call log procedures and policies. ____________________________________________________________________________________ Principal Duties: * Handles all customer inquiries received by telephone regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service * Report laboratory results to clients and patients using established protocols * Document reporting or call history in required format and maintain complete and accurate records * Contact the client to resolve routine matters related to patient testing and result reporting * Report client concerns using established protocols * Provides education and guidance to clients about Quest Diagnostics lab processes. * Understands the importance of Quality Service and how it is measured * Escalates issues as appropriate using established protocols * Leads by example in demonstrating "Everyday Excellence" behaviors * Perform other duties as required to meet the customer requirements THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM. Qualifications: Education Preferred: Minimum high school diploma or equivalent Work Experience: Previous medical or customer service background preferred Other: * Demonstrated strong customer service and interpersonal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group * Demonstrated strong writing and composition skills. * Ability to work in a team environment * Strong organizational skills * Demonstrated strong call resolution skills * Demonstrated composure in stressful situations * Demonstrated ability to follow company and department policies and procedures * Demonstrated ability to operate basic office equipment and utilize proficient computer skills * Demonstrated ability to handle multiple tasks and work in a fast-paced environment * Demonstrated Integrity and a commitment to values Principal Decisions: Describe the most important decisions that are made in the course of doing the job. * Accurate authentication, identification and clarification of client or patient request. * Appropriate escalation of issues that are beyond skills or scope of CSR. * Determination of appropriate response to client inquiries and complaints. * Creation of complete and accurate documentation of all interactions. * Suggestions for process improvements related to department operations or client concerns. Quest Diagnostics Incorporated Lenexa KS

Customer Health Care Concierge

CVS Health