Customer Health Care Concierge
Company: CVS Health
Location: Roy
Posted on: April 10, 2021
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Job Description:
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 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
Keywords: CVS Health, Salt Lake City , Customer Health Care Concierge, Hospitality & Tourism , Roy, Utah
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