Health Coach - Healthy Outcomes Team

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Healthy Outcomes Team is a health advocacy team looking for dedicated experienced colleagues to help the Medicare population complete important health activities including screening tests, medication adherence, and access to resources related to risk factors. As a Health Coach, you will outreach our Medicare population to provide education and address any barriers to health access while using the member's benefits. This may include coordinating with providers, pharmacies, or other agencies. The Health Coach utilizes a collaborative process of assessment, planning, implementation, and coordination to engage, educate, and promote/influence members in decisions related to achieving and maintaining optimal health status.

Key Responsibilities

• Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, medication refills, etc.
• Assessment of Members:  Through motivational interviewing and the use of various tools, uses healthcare knowledge and experience of health risk behaviors to conduct evaluation of member's health status.
• Utilizes influencing/motivational interviewing skills to ensure member engagement and discern health needs based on key questions and conversation to promote behavior changes to achieve optimum level of health.
• Partners with members to identify opportunities for integration into available internal/external programs.
•  Using holistic approach consults with Manager or others to overcome barriers with assisting members in meeting goals and objectives.
•  Interprets and utilizes guidelines/criteria to positively impact members health.
•  Provides up-to-date healthcare information to help facilitate the member's understanding of his/her health status.
•  Helps member actively and knowledgably participate with their provider in healthcare decisions.
• Partners with members and their providers to identify opportunities for integration into available internal/external programs or resources.
• Uses active listening skills, provides coaching, information, and support to empower the member to make ongoing independent healthy healthcare choices. 
• Interprets guidelines/criteria and acts to positively impact members health.
• Provides relevant and up-to-date healthcare information to improve the member’s understanding of his/her health status.
• Empowers member’s participation and engagement in healthcare decisions.
• Incorporates strategies that reduce risk factors and overcome barriers related to complex health conditions, social risk factors, and other issues that impact healthcare access.
• Applies judgment to the incorporation of strategies designed to reduce risk factors and barriers and address complex health and social indicators which impact healthcare access, services and resolution of member issues. 
• Develops a proactive course of action to address issues presented to enhance the short- and long-term health outcomes as well as opportunities to enhance a member’s overall wellness through integration. 

Key Abilities

• High-energy, empathetic, curious, with an enthusiasm for learning and teaching.
• Desire to understand and meet our members’ needs and work through issues.
• Speed and efficiency to meet business metrics and goals. 
• Ability to handle pressure and to stay calm and positive in all situations.
• Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions. 
• Ability to absorb and apply new and changing information.  
• Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment.
• High technical literacy not only to use a variety of digital devices/programs/interfaces but also to troubleshoot and solve problems, using resources for escalation as appropriate.
• Excellent computer skills including MS Office applications.
• Excellent communication and time management skills.<