Retail Health Coordinator
hace 1 mes
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.
Position Summary:
This role will require you to work from existing CVS HealthHUB location working within the Wellness room. Under the remote supervision of a clinical operation leader and local leader, the Retail Health Coordinator will communicate with plan and retail health identified members telephonically 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.
The Retail Health Coordinator delivers on the company’s purpose of bringing our heart to every moment of their health through a focus on excellent, purpose-driven customer service. The Care Delivery Retail Health Coordinator will act as a navigator and coordinator to proactively engage, assist, and promote initiatives relevant to health care gaps.
This position is responsible for coordinating patient care related to scheduling, organizing, and managing aspects of the patient’s healthcare treatment and maintenance. The Care Coordinator is responsible to 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.
Essential Functions:
- Coordinates patient flow throughout all scheduled appointments.
- Interacts with customers/patients/members/coworkers telephonically and eventually through technology-based interactions, including video, email, text, etc., and delivers healthcare reminders.
- Schedules, tracks, and reconciles patient referrals and diagnostic tests, as appropriate.
- Demonstrates proficiency managing email in an Outlook account, and using remote communication software such as Skype, Microsoft Teams, and WebEx.
- Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures.
- Provides superior customer service to internal and external clients, customers, and patients.
- Communicates with clinical team, patients, and families on recommended patient care plans.
- Notifies clinical care team of any changes or barriers they encounter as appropriate.
- Cross trains to other areas of the retail health management/Gaps in care, as appropriate.
- Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
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.
- Strong computer, data entry, and typing skills; ability to work between multiple technology platforms.
- Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
- Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with members, patients, and caregivers.
- Excellent customer service and communication (verbal, written, listening) skills.
Preferred Qualifications:
- Certification/Licensure: Medical Assistant preferred.
- Experience in a call center or telephonic care management setting preferred.
- Bilingual (Spanish) preferred.
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