Retail Health Coordinator - Chester, MD
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 locations 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. To support their efforts, colleagues will proactively communicate with members identified by their health plan, minute clinic, and virtual care to drive healthcare outcomes.
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 for arranging and managing patient care as directed by the health care provider, providing self-care literature, arranging community support, and tracking and coordinating patient care utilization. This position demands superb communication and leadership skills to support our group practice to help guide individuals of varying backgrounds towards a common goal for the betterment of a patient’s health and quality of life.
Essential Functions:
1. Coordinates patient flow throughout all scheduled appointments.
2. Interacts with customers/patients/members/coworkers telephonically and through technology-based interactions, including video, email, text, etc., and delivers healthcare reminders.
3. Schedules, tracks, and reconciles patient referrals and diagnostic tests, as appropriate.
4. Schedules tests per written workflows within Scheduler app via telephone or electronically and documents accordingly.
5. Demonstrates proficiency managing email in an Outlook account and using remote communication software such as Skype, Microsoft Teams, and WebEx; demonstrates proficiency with Word, Excel, and experience documenting within an electronic health record like EPIC.
6. Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies, and procedures.
7. Attends weekly team huddles to stay connected with the Retail Health field and operation.
8. Provides superior customer service to internal and external clients, customers, and patients.
9. Communicates with the clinical team, patients, and families on recommended patient care plans.
10. Assists with completing and tracking patient forms and letters.
11. Notifies clinical care team of any changes or barriers encountered as appropriate.
12. Cross-trains to other areas of retail health management as appropriate.
13. Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
14. Other responsibilities as assigned.
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.
* Strong organization skills and attention to detail.
* Excellent customer service and communication (verbal, written, listening) skills.
* Ability to interact appropriately with others.
* Self-starter and able to successfully work with minimal supervision.
* Good judgment and problem-solving skills.
* Understanding of health insurance, including local providers, general plan types, and terminology.
* Bilingual (Spanish) preferred.
Preferred Qualifications:
* Certification/Licensure: Medical Assistant preferred.
* Work experience in a doctor’s office or coordination of care is advantageous.
* Experience in a call center or telephonic care management setting preferred.
* Experience with electronic medical records, e.g., Epic preferred.
* Prior experience handling sensitive information confidentially, including PHI (patient health information) protected under HIPAA.
* One year of community-based experience preferred, particularly within an interdisciplinary care team.
Pay Range:
The typical pay range for this role is: $17.00 - $30.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides fully-paid term life insurance to eligible employees, and short-term and long-term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
We anticipate the application window for this opening will close on: 01/22/2025.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
About Us
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.
#J-18808-Ljbffr