Customer Health Care Concierge

Job Description(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.

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 OverviewIt’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 at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and EEO IS THE LAW SUPPLEMENT at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm . 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 at mailto:AdviceCounsel@cvshealth.com . 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.