Jobs at Aetna

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).

• Through personalized conversation, try to determine the root cause for the customer’s visit to the HealthHUB
• Assists customers with how to contact their health insurance provider (e.g. reviews insurance care with customer to identify the appropriate number for the customer to call)
• Help customers navigate various programs, digital tools, and HealthHUB classes and programs
• Provide individualized customer service based on unique customer needs.
• Engages customers to identify opportunities to improve service and/or customer experience via in-store interactions or via technology solution(s) (e.g. CRM)
• Deliver on the CVS Health purpose-driven service culture by always putting people first
• Assist customers by helping them navigate healthcare services and products
• Engage customers by proactively welcoming them to the HealthHUB
• Assist customers with scheduling 1:1 healthcare consultations with HUB clinicians and enrolling them for classes within the Wellness Rooms.
• Facilitate customer’s engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals.
• Build relationships with customers, patients and caregivers by answering service (non-clinical) questions and welcoming them to the HealthHub

• Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with customers, patients and caregivers
• Comfortable working with ambiguity
• Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
• Strong computer, data entry, and typing skills; ability to work between multiple technology platforms; able to learn and utilize new technology as service evolves
• 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
• 3-5 years of health care, customer service, patient relations and/or hospitality concierge experience
• Strong organization skills and attention to detail

Company: Aetna

Vacancy Type:  Full Time

Job Location: Memphis, TN, US

Application Deadline: N/A

Apply Here

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