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Role Description

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.
• Previous telephonic coaching, education, or case management experience.
• Experience in facilitating client positive behavioral change.
• Experience with motivational interviewing, active listening skills.

Required Qualifications

• 5+ years practice experience in one or more of these focus areas of expertise -- Nursing, Renal, Diabetes, Hypertension, Primary Care/Geriatric, Population Health.
• 3+ years of managed care or Medicare experience.
• 3+ years’ experience in Microsoft Office (Outlook, Word, Teams, Excel, OneNote).
• Must be technologically proficient with the ability to learn new systems quickly; comfortable working across multiple computer systems.

Preferred Qualifications

• Healthcare licensure and/or certifications (RN, LPN, RD, MSW, LCSW, CDE etc.).
• Bilingual (Spanish).
• Previous telephonic coaching, education, or case management experience.
• Experience with behavioral change and/or motivational interviewing.

Education

• Associate's Degree or equivalent experience (REQUIRED).
• Bachelor’s Degree or equivalent experience (PREFERRED).

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $46,988.00 - $122,400.00. 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Benefits

• Affordable medical plan options.
• A 401(k) plan (including matching company contributions).
• An employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

Company Description

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.