Full Job Description
The Health Guide is responsible for facilitating access to the Walgreens Neighborhood Health Destination. The Health Guide ensures a customer-focused experience at the Health Corner by proactively providing assistance and subject matter expertise for each of the Walgreens healthcare service offerings. The Health Guide interacts with patients to understand their needs, encourage trust and brand loyalty, in an efficient manner that supports effective communication between diverse patient populations and unique Walgreens healthcare services. The Health Guide reports to the Store Manager, is responsible for supervision of the Health Corner, helps mentor store team members regarding healthcare services and works with the Healthcare Service business team to continuously improve the patient experience.
The Health Guide should exhibit the following behaviors:
Demonstrate exemplary customer service and inter-personal skills by modeling a distinct and delightful experience of the Walgreens Neighborhood Health Destination.
Educate patients on the value and scope of services for Optical, Hearing, and Lab services including the health benefits of each healthcare service.
Assist with daily registration activities and ensure that all processes needed to receive healthcare services are initiated and the patient is transitioned to the correct healthcare service.
Provide patient navigation and help customers find the right products and services to meet their needs.
Engage with digital tools to assist the patient in learning about and receiving each healthcare service.
Maximize sales and healthcare service awareness by providing exceptional customer care to all customers in a friendly, efficient, knowledgeable, and professional manner; give impartial, personalized navigation and assistance.
Oversee and maintain overall standards of the Health Corner and waiting area.
Assist the Store Manager in training, and updating store team members on Optical, Hearing, and Lab services, so that all feel empowered to promote customer awareness.
Connect customers with omni-channel solutions to enhance engagement and schedule appointments at the Walgreens Neighborhood Health Destination.
Engage patients by greeting them and anticipating their needs, offering assistance with healthcare products and services, proactively offering assistance to patients in the Health Corner waiting area, asking questions to determine customers’ needs, informing customers of options and providing warm transfers to other areas in the store when necessary.
Guide patients in scheduling appointments, registering for healthcare services, and accessing over-the-counter products.
Assist patients in learning about the healthcare service offerings and be the entryway into the Walgreens Neighborhood Health Destination.
Model and share customer service best practices with all team members to deliver a distinct and delightful customer experience, by maintaining appropriate knowledge of each healthcare service and demonstrating behaviors such as providing a warm greeting, giving eye contact and courtesy, offering proactive help, identifying customer needs, and servicing until satisfied.
Maintain awareness of and communicate information regarding community health events and the Walgreens Neighborhood Health Destination to colleagues and customers.
Build relationships with patients and provide authentic closure of interactions to build and foster trust and promote awareness of the Walgreens Neighborhood Health Destination.
Collaborate with internal healthcare service partners to create a streamlined and integrated customer experience of Optical, Hearing, and Lab services.
Collaborate with Walgreens healthcare service business team to collect key learnings from customers on their experience.
Provide customers with courteous, friendly, fast, and efficient service. Recognize when to warm transfer customers to specific healthcare services, as well as other areas of the store.
Greet and engage patients waiting in the healthcare service area. Communicate service/appointment/consultation wait times and keep patients informed of their status. Assist patients with enrollment in Walgreens Balance Rewards and Walgreens Mobile App as needed.
Assist customers in finding healthcare products by walking them to the aisle when possible without making a product recommendation.
Consistently attempt to cross connect patients to other healthcare services.
Answer questions about basic service offerings, hours, and promotions for healthcare services.
Exhibit knowledge about the Walgreens pharmacy services and products and any other healthcare service offered by Walgreens such as Find Care Now, durable medical equipment (DME), home care services, telemedicine, Optical, Hearing, and Lab services.
Assist customers accessing healthcare services through the Walgreens app, website, and within the Walgreens store.
Demonstrate a genuine interest and excitement for the Walgreens Neighborhood Health Destination related programs and initiatives and instill that enthusiasm in team members and customers.
Maintain organization and cleanliness of the Health Corner and shared waiting room area.
Demonstrate a high level of professionalism when representing the Walgreens Neighborhood Health Destination to visitors internal and external to Walgreen Co.
Maintain a working knowledge of store systems and store equipment such as the POS, printer, phone systems, IC+, or anything else needed to perform job duties.
Comply with all company policies and procedures; maintain respectful relationships with coworkers.
Participate in meetings and conference calls concerning healthcare service programs and promotions and complete special assignments during down time as assigned.
Training & Personal Development
Complete requested training and learning modules.
Seek to gain a deep understanding of Walgreens products, services, and technology in order to maintain relevant and up-to-date knowledge of healthcare services, products, and promotional offerings listed above.
Seek self-development by monitoring own performance, setting high personal standards, learning from others, and improving job performance.
High School Diploma/GED and at least 2 years of experience working in the health care industry.
Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives, and determining when escalation of issues is necessary.
Comfortable with healthcare vernacular, or healthcare experience in a patient-facing role.
Experience identifying/determining customer needs in order to make customers aware of appropriate service/product.
Fluent in reading, writing, and speaking English. Comfortable with digital technologies such as website forms, mobile applications, PC/tablet systems, and in-store systems.
Willingness to work a flexible schedule, including evening and weekend hours.
Degree or certification in a healthcare related profession.
Prefer bilingual in English and Spanish.
Prefer two years of experience working in retail sales or a customer service environment.
The following information is applicable for San Francisco, CA applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
An Equal Opportunity Employer, including disability/veterans.
The following information is applicable to Colorado only, in accordance with the Colorado Pay Equity Act. Please review the available benefits and salary available for this position by clicking here: jobs.walgreens.com/benefits. Walgreens will provide applicants in other states with information related to the position, to the extent required by state or local law, by calling 1-866-967-5492.