Lead Welcome Coordinator

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Role Description

The purpose of a Lead Welcome Coordinator (WC)at Oak Street Health is to serve as a dedicated preceptor for new hires and support skill-building for established Oakies.  Lead WCs provide local training for onboarding, new company-wide or regional implementations, and remediation for skills and competencies. Additionally,  Lead WCs are expected to travel to provide instruction within the region they support.

Welcome Coordinators are the face of our clinic and the glue that keeps our center operations efficient.  Lead WCs are tasked with showing new Welcome Coordinators how to create an inclusive environment for anyone who walks through our doors and to make a positive first and last impression on our patients. Being a  Lead WC at Street Health requires mastery of the WC role, high levels of flexibility, radiating positive energy, attention to detail, skill in training, and problem-solving skills. A significant component of this role is the ability to quickly build trusting relationships with New Oakys and tenured Oakys in various roles throughout the region.

 Lead WCs will collaborate closely with the regional and center-based operation managers to meet identified needs for precepting throughout the region(s) they cover. As a  Lead WC, you will develop strong working relationships with team members identified for precepting and support their skill mastery and core competencies required for job proficiency. The WC Lead will also assist in assessing when an Oaky has mastered an assigned duty/skill and is ready to work independently, as well as if additional training is needed to support the success of the precepted Oaky.

 Lead WCs report to the Practice Manager in their region. When they are not precepting,  Lead WCs are expected to fulfill the duties of Welcome Coordinators which include: juggling tasks such as scheduling patient appointments, managing inbound and outbound phone calls, and completing other administrative tasks including fax and mail distribution.

Core Responsibilities:

Precepting (0.2FTE)

• Responsible for developing skills and competencies needed to be an effective preceptor, by attending required trainings and skill development sessions.

• Provide local training for onboarding, new company-wide, and regional implementations, and remediation for skills and competencies. 

• Help a new Oaky put into practice what they have learned in onboarding and assess readiness to perform independently in role

Welcome Coordinator coverage (O.8 FTE)

• Welcoming patients and guests

•  Conducting visit check-in and assisting patients with required forms

• Collecting co-pays

• Updating patient information and making changes in the electronic medical record platform

• Scheduling/rescheduling appointments within the electronic medical records platform

• Managing phone lines by answering, taking messages, and conducting outbound calls as instructed

• Managing faxes in the electronic fax platform

• Maintaining the cleanliness of the Welcome and Community Room areas

• Other duties as assigned

What we’re looking for

Required Qualifications:

• At least 1 year in Welcome Coordinator Role and in good standing

• An appetite for expanded responsibilities and a chance to truly make an impact in the growth and development of their Oaky teammates 

• Commitment and passion for training and continuing education 

• Strong computer skills are required including mastery of EMR, Canopy, and Google Suite

• Professional phone etiquette

• Exemplary customer service demonstration

• Candidate must be willing to travel to all centers regionally to support precepting and have access to a reliable form of transportation

• US work authorization

Preferred Qualifica