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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.
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 Delivery Care Concierge will act as a navigator and coordinator to proactively engage, assist, and promote initiatives relevant to heath care gaps. To support their efforts, colleagues will proactively communicate with members that has been identified by their health plan to drive healthcare outcomes.
This role will be located in stores in TBD area of TBD and serve members and customers of select health plans. Under the supervision of a clinical operation leader and local Store Manager, the Care Concierge will communicate telephonically with plan identified members on open health care gaps. 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 connecting with health plan members
a. Build relationships with members by telephonically communicating open health care gaps.
b. Provide local 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 health care outcomes.
2. Assist customers by helping them navigate plan identified healthcare gaps
a. Through personalized conversation, deliver communication and determine root cause to help the patient to improve their health care outcomes.
b. Assist customers with scheduling appointment with their preferred provider.
c. 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)
d. Support patient to schedule MinuteClinic appointment when preferred.
3. Promote overall health care outcomes by engaging members in the select health care plans.
a. Promote plan identified health gap closure to improve overall patients health.
b. Promote CVS digital tools to interested customers to aid in overall access to other resources.
c. Facilitate communication with member preferred provider to schedule an appointment.
d. Collaborate with care coordinator where needed to help member leverage other available resources.
4. 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 continuous improvement by providing feedback about customer interactions on a regular cadence.
(d) Ensuring that any clinical advice is provided only by providers.
5. Regular and Predictable Job Attendance & Punctuality
PRIMARY DUTIES AND RESPONSIBILITIES: List the top four or five primary responsibilities of the position in the space provided below, indicating the most important functions first and the approximate percentage of time spent on each.
Responsibilities % Time
1. Engage customers proactively to understand healthcare needs 25
2. Assist customers by helping them locate, understand, and use HealthHUB products and services 25
3. Promote CVS programs and HealthHUB offerings that help customers on their path to better health 40
4. Adhere to Professional Practice standards 10
Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.00
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
* High School Diploma or equivalent is required. An associate degree is preferred.
* Minimum of 3-5 years of health care, customer service, patient relations and/or hospitality concierge experience required
* Naturally passionate about engaging and connecting members telephonically and communicating their health plan identified gaps with the ultimate goal of improving their health care outcomes
* Comfortable working in a dynamic role and open to continuous growth and evolution of responsibilities
* Ability to receive and act on feedback; 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 members, patients and caregivers
* Excellent communication (verbal, written and listening) skills
* Ability to interact appropriately with others is important
* Self-starter and able to successfully work with minimal supervision.
* Great problem solver with ability to collaboratively engage with members, patients, caregivers and other team members to create innovative solutions
Preferred Qualifications
* Certified Pharmacy Technician (CPhT) or other medical/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
Education
- Verifiable High School diploma or GED is required
- An Associates Degree is preferred
- Other Certificates or Licenses (List): CPhT or other medical/customer service certification
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. 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.
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