Patient Engagement Specialist II

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. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Patient Engagement Specialist II

Company: Oak Street Health

Title: Patient Engagement Specialist II

Location: Regional

Role Description

The Patient Engagement Specialist II will be a highly experienced and integral part of the Patient Engagement and Population Health Team, responsible for conducting patient outreach (telephonic and in-person home visits) to foster engagement in our care model. The PES II will engage with patients who have not visited the clinic or have not been engaged in our care model to support them in accessing care at Oak Street. The PES II will also assist patients in finding a more appropriate setting for their primary care needs, often handling more complex cases and demonstrating advanced problem-solving skills.

Responsibilities

• Lead patient outreach efforts in the community, connecting with patients through home visits and telephonic support, demonstrating efficient and effective collaboration with center care teams and all key stakeholders involved. (Approximately half of the time will be spent in the community, requiring access to reliable transportation).

• Respond to escalations and urgent needs with a keen ability to prioritize work, triage complex situations, and multitask effectively.

• Document interactions with patients in electronic medical records in a timely manner while maintaining HIPAA standards and confidentiality of protected health information.

• Communicate complex topics between all identified parties involved in patients' care as needed (e.g., family members, caregivers, medical providers, community-based organizations) with passion and patience.

• Proactively partner with the patient and their support persons (if necessary) to identify goals, address barriers, and be transparent about patient/provider expectations.

• Independently foster strong relationships with patients and their caregivers.

• Collaborate with Community Health Workers, Social Workers, and clinicians to support complex patient needs.

• Educate patients about Oak Street’s numerous wrap-around services.

• Consistently achieve a target of 25 resolutions per cycle.

• Mentor and provide guidance to PES I team members, sharing best practices for patient engagement and resolution.

What we’re looking for:

Required Qualifications

• A strong track record of success in health-care-related engagement, sales, and/or marketing, with demonstrated ability to exceed targets.

• Exceptional verbal and written communication skills, capable of conveying complex information clearly and empathetically.

• Advanced technology skills and a deep understanding of Excel as well as various EHR/EMR platforms.

• Unwavering dedication to serving the community and building meaningful, long-term relationships.

• A demonstrated ability to operate independently and strategically in a fast-paced environment, taking initiative to solve problems.

• A comprehensive understanding of the Medicare and Medicare Advantage programs.

• Consistent access to reliable transportation and the ability to travel extensively through assigned territories to connect with patients.

• Fluency in Spanish (written and oral) is preferred.

• US Work Authorization is required.

• Someone who consistently embodies being Oaky and champions Oak Street Health values.

• Proven ability to achieve more than 25 resolutions per month over a 6-month cycle, demonstrating efficient and effective collaboration with center care teams and all key stakeholders.

What does being Oaky look like?

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