Patient Relations Manager

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Oak Street Health takes a team-based approach to providing outstanding patient care. The Service Team is responsible for delivering excellent, high-touch assistance to our patients everyday. 

Patient Relations Managers (PRMs) are an integral part of our team. They are the insurance experts across a group of centers. They advocate for our patients by helping them navigate through insurance options and bills. They are also a resource to the care team and outreach team for questions regarding medicare and eligibility. PRMs are key players during Open Enrollment ensuring that our patients are informed of all their options surrounding Medicare. 

Responsibilities:

• Learn the ins and outs of Medicare and use knowledge to assist patients with navigating insurance issues

• Serve as an internal resource in the clinic on insurance questions for physicians and staff

• Assist patients in navigating the healthcare system, help patients resolve medical bills inside and outside of Oak Street Health (advocate for the patient)

• Gain the trust of Oak Street Health patients in an effort to properly advise them in their healthcare coverage 

• Manage the welcome visit and orientation process for new Oak Street Health patients

• Assist patients with applying for public benefits, such as Public Aid, free phones, and Extra Help for prescription drugs

• Support the clinic management team on operational activities as needed, including scheduling and billing

• Provide exceptional customer service

• Foster patient engagement through the design and execution of events, including center tours

• Other duties as assigned

This role reports to the Manager of Care Services and has significant opportunities for advancement.

What we're looking for

We're looking for motivated, experienced Patient Relations Managers with:

• A problem-solving orientation and a flexible and positive attitude

• An eagerness to help us build and refine our operating model

• Sales background preferred, but not required

• Experience with and a supportive attitude toward our patient population of older adults

• Familiarity with relevant patient population

• Community health experience preferred

• Proficient PC skills

• Bachelor degree preferred, or equivalent experience

• Fluency in Spanish is a plus but not required

• Experience working in senior assisted living, nursing, or supportive living buildings is a plus

• Access to reliable transportation, as this person will need to work in various centers

• US work authorization

• Someone who embodies being 'Oaky'

What does being 'Oaky' look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and driving for results

• Being scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture

• High levels of responsibility and rapid advancement

• Competitive benefits; including paid vacation/sick time, generous 401K match with immediate vesting, as well as health benefits