Job Details

Company / Job Location

Company Name:

CVS

Job Location:
165 University Drive
Amherst, MA 01002

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Job Specs

Duration: Part-Time, over 150 Days

Shift: First

Per Diem Position: No

Work Hours: Not Specified

Hours Per Week: 20

Union Position: No

Apprenticeship : No

FLC Status: None

Pay

Not Specified

Benefits

Not Specified

Job Title: Customer Health Care Concierge

Job Number: 14406809

Status: Open

Post Date: 01/06/2021

Close Date: 02/05/2021

Description

Job Description
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
2. Assist customers by helping them navigate healthcare services and products
3. Promote CVS Health consumer facing healthcare programs/initiatives and HealthHUB offerings
4. Act as Product Resource Assistant for Home Health Care (HHC):
5. Adhere to Professional Practice standards

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

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.

How to Apply

Apply on the CVS website

Contact

Name	CVS
Job Title	Not Specified
Address	165 University Drive, Amherst, MA 01002
Phone	Not Specified
Fax	Not Specified
Email	Not Specified
Web Site:	Not Specified

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