Client Concierge

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.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

POSITION SUMMARY:

The Client Concierge role is an important line of contact with our members, setting the tone for how they view our company and services; while providing them with the right information at the right time to help resolve the most escalated and complex issues and concerns.  They work as an extension of the current account team, partnering with the Account Manager, Sales, and Clinical Manager to ensure the highest priority member issues are resolved.

The Client Concierge role professionally handles the most difficult inbound member issues, both directly from client and the account team, and in some special cases the member themselves.  The Client Concierge ensures that issues are researched thoroughly, and are resolved both promptly and accurately.  They are also responsible for crafting a response to the members, in a manner that they are able to understand.  Many of the issues are escalated and complex in nature and often involve education of clients/members.  A Client Concierge must also be able to manage multiple tasks and requests while consistently demonstrating behaviors that contribute to the overall Account Teams success.  Client Concierge’s must take responsibility for following through and bringing outstanding issues to closure for the members.  They will work collaboratively with the Account Team and internal/external business partners to provide solutions for members.

POSITION RESPONSIBILITIES

As a Client Concierge, you will be responsible for day-to-day escalated triaged member issues. This will include managing the resolution status of routine to complex requests, analyzing complex problems, identifying root causes and assisting the account team with driving practical and creative solutions.  Required to demonstrate a high level of quality in client service through the execution of accuracy, responsiveness, reliability and professionalism on every interaction in a fast-paced environment. Excellent organizational, time management and multitasking skills, with ability to identify and support issues and facilitate to completion. Must possess excellent verbal and written communication including, speaking on member and client calls, and responding to issues and questions in writing.

PRIMARY DUTIES AND RESPONSIBILITIES:  

Serves as operation point of contact for triaged escalated member issues via the designated Client Concierge tool.  Leads all research and follow up around member issue, including any follow up and response via email or phone. Attends Account Team and Client calls to speak to any issues ongoing, or trends that have been identified.  Accountable for tracking issues through completion, and maintaining logs for record keeping.

Facilitates work with internal partners to ensure member issues are resolved, and requests are met.

Holds internal business units accountable and advocates for the member. Delivers excellent service to the client and helps contribute to AM specific performance guarantees being met. Have ability to identify issues and work thru for operational efficiency. Provide research, plan benefit and PBM knowledge support to members and their specific request. Coaching, supporting and consulting our members, and in some cases client.

EDUCATION: 

Bachelor’s Degree Preferred

Essential Functions

1. Regular and predictable attendance

2. Colleague will be required to work mandatory overtime/extended work week when needed

3. Colleague will be required to travel when needed

WORK ENVIRONMENT: Full Time Work from Home is currently offered upon start.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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.