Healthcare Coordinator

14 hours ago

St Louis, Missouri, United States CVS Health Full time
Job Title: Retail Health Coordinator

Join CVS Health, a leading healthcare company, in a dynamic role that combines healthcare expertise with customer service skills. As a Retail Health Coordinator, you will play a critical part in delivering exceptional patient care and improving health outcomes.

Job Summary:

This role requires you to work from existing CVS HealthHUB locations, communicating with plan and retail health identified members telephonically on open healthcare gaps. You will work under the remote supervision of a clinical operation leader and local leader, adhering to emerging best practices to satisfy customer needs and exceed expectations.

Key Responsibilities:
  • Coordinate patient flow throughout all scheduled appointments
  • Interact with customers/patients/members/coworkers telephonically and eventually through technology-based interactions, including video, email, text, etc, and deliver healthcare reminders
  • Reach out to language line/interpreter when services are needed
  • Schedule, track, and reconcile patient referrals and diagnostic tests, as appropriate
  • Schedule tests per written workflows within Scheduler app via telephone or electronically and document accordingly
  • Demonstrate proficiency managing email in an Outlook account, and using remote communication software such as Skype Microsoft Teams and WebEx; able to demonstrate proficiency with Word, Excel, and experience documenting within an electronic health record like EPIC
  • Adhere to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures
  • Attend weekly team huddles, intermittently, to stay connected with the Retail Health field and operation
  • Provide superior customer service to internal and external clients, customers, and patients
  • 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 they encounter as appropriate
  • Cross train to other areas of the retail health management/Gaps in care, as appropriate
  • Orient and train staff as assigned
  • Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
Requirements:
  • High School Diploma or equivalent is required. An associate degree is preferred.
  • Minimum of 3-5 years of healthcare, customer service, patient relations and/or hospitality concierge experience required
  • Naturally passionate about engaging and connecting members telephonically and communicating their health plan identified gaps with the ultimate goal of improving their healthcare outcomes
  • Comfortable working in a dynamic role and open to continuous growth and evolution of responsibilities
  • Ability to receive and act on feedback; 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
  • Strong organization skills and attention to detail
  • Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with members, patients and caregivers
  • Ability to interact appropriately with others is important
  • Self-starter and able to successfully work with minimal supervision
  • Great problem solver with ability to collaboratively engage with members, patients, caregivers and other team members to create innovative solutions
  • Understanding of health insurance, including local providers, general plan types and terminology
  • Able to read instructions, reports and information on computer screens and key information on computers
  • 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
Preferred Qualifications:
  • Work experience in doctor office or coordination of care is advantageous
  • Experience in a call center or telephonic care management setting preferred
  • Certified Pharmacy Technician (CPhT) or other medical/customer service certification is a plus
  • Prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA
  • Experience with electronic medical records, e.g., Epic preferred
  • Bilingual (Spanish) preferred
  • One year of community-based experience preferred, particularly within an interdisciplinary care team, in addition to three to five years' experience in a healthcare and/or office setting preferred
Education:

Verifiable High School diploma or GED is required

An Associate's Degree is preferred

Other Certificates or Licenses (List): MA or CNA or CPhT or other medical/customer service certification

Pay Range:

The typical pay range for this role is: $28.00

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 a fully-paid term life insurance plan 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.

Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 12/24/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer.

We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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