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.

About the role

The Lead Welcome Coordinator (WC) at Oak Street Health serves as a dedicated preceptor for new hires and supports skill-building for established team members. Lead WCs provide local training for onboarding, new company-wide or regional implementations, and remediation for skills and competencies. Additionally, Lead WCs travel within their region to provide instruction. Welcome Coordinators are the face of our clinic, ensuring efficient center operations and creating an inclusive environment for patients. This role requires mastery of the WC role, flexibility, positive energy, attention to detail, training skills, and problem-solving abilities. A significant component is building trusting relationships with new and tenured team members across the region. Lead WCs collaborate with regional and center-based operation managers to meet precepting needs and support skill mastery for job proficiency.

When not precepting, Lead WCs fulfill the duties of Welcome Coordinators, including scheduling patient appointments, managing phone calls, and completing administrative tasks like fax and mail distribution.

Responsibilities

• Precepting (20% of time):
  • Develop 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 new team members apply what they’ve learned in onboarding and assess their readiness to perform independently.
  • Assess when a team member has mastered a duty/skill and is ready to work independently, or if additional training is needed.
• Welcome Coordinator coverage (80% of time):
  • Welcome patients and guests.
  • Conduct visit check-in and assist patients with required forms.
  • Collect co-pays.
  • Update patient information and make changes in the electronic medical record platform.
  • Schedule/reschedule appointments within the electronic medical records platform.
  • Manage phone lines by answering, taking messages, and conducting outbound calls as instructed.
  • Manage faxes in the electronic fax platform.
  • Maintain the cleanliness of the Welcome and Community Room areas.
  • Other duties as assigned.

Requirements

• At least 1 year in the Welcome Coordinator role and in good standing.
• Commitment and passion for training and continuing education.
• Strong computer skills, including mastery of EMR, Canopy, and Google Suite.
• Professional phone etiquette and exemplary customer service.
• Willingness to travel to all centers regionally to support precepting; access to reliable transportation required.
• US work authorization.

Preferred Qualifications

• Some college preferred.
• Fluency in Spanish, Polish, Russian, or other languages spoken in the communities served (where necessary).

Skills

• Flexible and positive attitude.
• Welcoming and nurturing attitude toward older adults.
• High level of integrity.
• Embodies Oak Street Health values ("Oaky"): radiating positive energy, assuming good intentions, creating an unmatched patient experience, driving clinical excellence, taking ownership, delivering results, and being relentlessly determined.

Benefits

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients.
• Paid vacation and sick time.
• Investment/retirement 401K match options.
• Health insurance, vision, and dental benefits.
• Opportunities for leadership development and continuing education stipends.
• New centers and flexible work environments.
• Opportunities for high levels of responsibility and rapid advancement.

Pay

The typical pay range for this role is $18.50 - $42.35 per hour. This range represents the base hourly rate for all positions in the job grade. The actual base salary offer will depend on factors including experience, education, geography, and other relevant considerations. This position is also eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range.

Schedule

• Full-time position.
• 40 hours per week anticipated.