CVS Health is looking for an HC Concierge to connect directly with health plan members from within our HealthHUB locations. In this role, you will work from a Wellness room to communicate telephonically with identified members about open healthcare gaps, acting as a navigator and coordinator to proactively improve healthcare outcomes.
What You'll Do
- Communicate telephonically with plan and retail health identified members on open health care gaps.
- Proactively engage, assist, and promote initiatives relevant to health care gaps.
- Coordinate patient care related to scheduling, organizing, and managing aspects of the patient’s healthcare treatment and maintenance.
- Arrange and manage patient care as directed by the health care provider, provide self-care literature, arrange community support, and track and coordinate patient care utilization.
- Coordinate patient flow throughout all scheduled appointments.
- Interact with customers/patients/members/coworkers telephonically and through technology-based interactions (video, email, text) to deliver healthcare reminders.
- Schedule, track, and reconcile patient referrals and diagnostic tests.
- Adhere to care management, privacy and confidentiality, and quality management processes in compliance with regulatory guidelines and company policies.
- Attend weekly team huddles to stay connected with the Retail Health field and operation.
- Communicate with clinical team, patients, and families on recommended patient care plans.
- Assist with completing and tracking patient forms and letters.
- Notify clinical care team of any changes or barriers encountered.
- Cross train to other areas of retail health management/Gaps in care.
- Orient and train staff as assigned.
What We're Looking For
- High School Diploma or equivalent.
- Minimum of 3-5 years of health care, customer service, patient relations and/or hospitality concierge experience.
- Naturally passionate about engaging and connecting members telephonically about their health plan identified gaps.
- Comfortable working in a dynamic role open to continuous growth.
- Strong computer, data entry, and typing skills; ability to work between multiple technology platforms.
- Proficiency in Microsoft Office applications, including Outlook, Word and Excel.
- Strong organization skills and attention to detail.
- Ability to multitask and prioritize while maintaining a pleasant demeanor.
- Ability to interact appropriately with others.
- Self-starter able to work with minimal supervision.
- Great problem solver with ability to collaboratively engage.
- Understanding of health insurance, including local providers, general plan types and terminology.
- Able to read instructions, reports and information on computer screens.
- Ability to work independently and take initiative.
- Good judgment and problem-solving skills.
- Interpersonal and organizational skills.
- Level of confidentiality.
- Excellent time management skills.
- Excellent customer service and communication (verbal, written, listening) skills.
Nice to Have
- An associate degree.
- Certification/Licensure: Medical Assistant.
- Work experience in doctor office or coordination of care.
- Experience in a call center or telephonic care management setting.
- Certified Pharmacy Technician (CPhT) or other medical/customer service certification.
- Prior experience handling sensitive information confidentially (PHI/HIPAA).
- Experience with electronic medical records, e.g., Epic.
- Bilingual (Spanish).
- One year of community-based experience within an interdisciplinary care team.
Technical Stack
- Outlook, Word, Excel
- Skype, Microsoft Teams, WebEx
- Electronic health record (e.g., EPIC)
Team & Environment
Works under remote supervision of a clinical operation leader and local leader.
Benefits & Compensation
- Compensation: $17.00 - $28.00 per hour
- Affordable medical plan options
- 401(k) plan with matching company contributions
- Employee stock purchase plan
- No-cost wellness screenings, tobacco cessation and weight management programs
- No-cost confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Work Mode
This is an onsite role at CVS HealthHUB locations in 30+ states and 950+ locations across the country.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
