Customer care executive job description

95295

**Location: Glasgow/Manchester/Flexible**

**Closing date: 16th October 2022**

**The opportunity: **

The Customer Executive will provide a quality focused claims service and is responsible for ensuring the effective and prompt settlement of claims notified to the Zurich's Property Claims function. Please note that this role is based out of our Glasgow and Manchester locations, however we are open to flexibility for top-talent individuals across the UK.

This role is available part-time, job-share or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time.

**What will you be doing?**

+ Delighting Zurich's customer and brokers by delivering bespoke and tailored outcomes to the customer's own needs.

+ Contributing to Zurich's Net Promotor Scores as evidenced by customer feedback.

+ Ensuring effective and prompt settlement of claims in the business area.

+ Investigate and negotiate claims within defined authority limits.

+ Setting of accurate case reserves.

+ Contribute to high level technical output from Team.

+ Contribute to a positive and supportive Team culture.

+ Promptly handle and resolve all claims enquiries from customers, brokers and third parties

**What are we looking for?**

+ Driven customer focused professionals looking to drive performance in all areas with energy and pace.

+ Numeracy and literacy skills qualified to A level or equivalent.

+ Computer-literate with working knowledge of Outlook and MS office

+ Proactive and innovative approach to claim solutions from working within technical claims environment.

+ Relevant business/industry qualification is advantageous but not essential.

+ Knowledge and experience in an insurance claims environment is advantageous but not essential.

+ A team player with the ability to deliver excellent customer service

**What will you get in return?**

As well as a competitive salary we also offer an excellent lifestyle benefits package which includes:

+ 12% company pension contribution (employee contribution optional)

+ 25 days holiday plus an additional 3 volunteering days

+ Annual company bonuses

+ Contribution to medical cover

+ Discounted technology offers

+ Virtual GP appointments

+ Discounted gym membership,

+ Free flu jab

+ Discounted gadget insurance

At Zurich we will consider requests for flexible working on hiring. Many of our employees work flexibly in many different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. Please talk to us at interview about the flexibility you may need.

**Who we are:**

With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We therefore look to hire great people and we encourage those people to give their best.

You'll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.

**Our Culture:**

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that.

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind we accept applications from everyone regardless of your background, beliefs or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.

We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.

We have won numerous awards for our work on Diversity and Inclusion. We are also proud to be nominated for the 2020 Insurance Times award for Diversity and Inclusion. You can read about our awards on our website.

**So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.**

EOE Disability / Veterans

Health is everything. At CVS Health we are committed to increasing access, lowering costs and improving quality of care. Millions of times a day, we’re helping people on their path to better health — from advising on prescriptions to helping manage chronic and specialty conditions. Because we’re present in so many moments, big and small, we have an active, supportive role in shaping the future of health care. By tapping into CVS HealthHUB knowledge and employing sharp communication skills, the Care Concierge will help elevate the store into a healthcare destination.

The Care Concierge delivers on the company’s purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service. The Care Concierge will act as a navigator and coordinator to proactively engage and assist customers, patients and caregivers find the healthcare services and products they need. Concierge colleagues will promote relevant HealthHUB classes, programs, and digital tools to interested customers. To support their efforts, colleagues will create customer profiles to record interaction details, comments, and outcomes as a means to help leaders further refine offerings for current and future HealthHUB stores.

The Care Concierge may act as a Product Resource Assistant to provide exceptional customer service for full product selection of the Home Health Care (HHC) department. Within the Product Resource Assistant capacity, colleagues will communicate and collaborate with leaders to promote the Durable Medical Equipment (DME) business to those individuals who need and would benefit from such supplies. The Care Concierge will be trained per manufacturer specifications and guidelines on how to instruct customers on product fitting (e.g., compression or CPAP masks).

This role will be located in select retail stores and serve customers, patients and caregivers during the MinuteClinic’s hours of operation. Under the supervision of a HealthHUB Field Leader and local Store Manager, the Care Concierge will listen to customer, patient and caregiver needs and to create memorable service experiences. The role entails working with guidance and the expectation that colleagues will adhere to and adopt emerging best practices to satisfy customer needs and exceed expectations.
Essential Functions:
1. Engage customers by proactively welcomeing them to the HealthHUB

a. Build relationships with customers, patients and caregivers by answering service (non-clinical) questions and welcoming them to the HealthHub
b. Provide individualized customer service based on unique customer needs.
c. Deliver on the CVS Health purpose-driven service culture by always putting people first
d. Engages customers to identify opportunites to improve service and/or customer experience via in-store interactions or via technology solution(s) (e.g. CRM)

2. Assist customers by helping them navigate healthcare services and products

a. Through personalized conversation, try to determine the root cause for the customer's visit to the HealthHUB
b. Help customers navigate various programs, digital tools, and HealthHUB classes and programs
c. Facilitate customer's engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals.
d. Assist customers with scheduling 1:1 healthcare consultations with HUB clinicians and enrolling them for classes within the Wellness Rooms.
e. Assists customers with how to contact their health insurance provider (e.g. reviews insurance care with customer to identify the appropriate number for the customer to call)
f. Support patient MinuteClinic registration by offering to help at the kiosk or on Minute Clinic iPads
g. Drive awareness of in-store Licensed Dietitian (LD), co-manage the LD calendar for scheduling appointments
h. Proactively offer to help customers find items they are looking for in the store.

3. Promote CVS Health consumer facing healthcare programs/initiatives and HealthHUB offerings

a. Introduce CVS ExtraCare program and offer enrollment assistance, as needed
b. Promote CVS mobile apps (or featured 3rd party apps) and digital tools to interested customers and drive awareness of CVS website functionality.
c. Promote and drive awareness of CVS Health insurance programs and/or initiatives, infusion services, speciality pharmacy programs, etc.
d. Promote and drive awareness of upcoming Wellness Room classes, print and distribute event flyers and sign-up customers, patients and caregivers to fill classes; make outbound calls to confirm class attendance and support set-up on the day of classes and events.br>
4. Act as Product Resource Assistant for Home Health Care (HHC):

a. Seek out customers and ensure they have an exceptional experience through great service, including offering needed services
b. Drive awareness and inform customers, patients and caregivers of availability of needed in-store durable medical equipment (DME) products and services
c. Educate customers on product specifications, comparison, benefits, use, maintenance and related products.

5. Adhere to Professional Practice standards

a. Keep our communities safe by ensuring compliance with all federal and state laws, rules and regulations and CVS policy and procedures at all times
b. Communicate with customers/patients while protecting their confidential health and medication information according to HIPAA and relevant state laws.
c. Support field leaders by providing feedback about customer interactions on a regular cadence; support corrective measures aimed at increasing service utilization metrics and product sales
d. Ensuring that any clinical advice is provided only by providers.
6. Regular and Predictable Job Attendance & Punctuality


Pay Range

The typical pay range for this role is:
Minimum: 17.00
Maximum: 24.50

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.


Required Qualifications

- 3-5 years of health care, customer service, patient relations and/or hospitality concierge experience
- Naturally passionate about proactively engaging with and caring for customers to understand their needs and explain our products and services available that influences their decisions
- Comfortable working in a dynamic role and open to continuous growth and evolution of responsibilities
- Ability to receive and act on feedback; resilient, 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
- Comfortable working with ambiguity
- Strong organization skills and attention to detail
- Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with customers, patients and caregivers
- Excellent communication (verbal, written and listening) skills
- Ability to read body language and interact appropriately with others
- Self-starter and able to successfully work with minimal supervision.
- Great problem solver with ability to collaboratively engage with customers, patients, caregivers and other team members to create innovative solutions

Physical Requirements of the Job:
- Remaining upright on the feet, particularly for sustained periods of time
- Moving about on foot to accomplish tasks, particularly for moving from one work area to another
- Extending hand(s) and arm(s) in any direction
- Bending body downward and forward by bending spine at the waist
- Stooping to a considerable degree and requiring full use of the lower extremities and back muscles
- Expressing or exchanging ideas by means of spoken word; those activities where detailed or important spoken instructions must be conveyed accurately
- Visual Acuity: the worker is required to have close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts


Preferred Qualifications

- 5-8 years of experience in health care, customer service, patient relations and/or hospitality concierge
- CPhT, medical or customer service certification is a plus
- Bilingual English-Spanish language proficiency
- Prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA
- Experience reviewing or inputting data into CRM databases
- Motivational interviewing experience


Education

- Verifiable High School diploma or GED is required.
- An Associate's Degree is preferred.


Business Overview

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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. 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.