Float Patient Relation Associate

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.

Company: Oak Street Health

Title: Patient Relations Associate

Role Description

The purpose of the Patient Relations Associate at Oak Street Health is to educate patients about Medicare programs, resources, and affordable insurance coverage options available to them in order to increase patient access to care and retention. 

Patient Relations Associates (PRAs) are an integral part of the Oak Street Health care team. Patient Relations Associates are the insurance experts at each clinic and advocate for 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. Patient Relations Associates are daily key players, particularly during Medicare's Open Enrollment, ensuring that our patients are informed of all their options surrounding Medicare. The Patient Relations Associates will report to the Sr. PRM or Practice Manager.

Check out this pamphlet for a sneak peek into the life of an Oak Street Patient Relations Manager!

Responsibilities:

• Assist patients with navigating medicare and insurance issues which includes coverage, benefits, summaries, eligibility and getting the most out of their plan

• Serve as internal resource in the clinic on insurance questions for providers 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

• Educate patients on how to apply for public benefits, such as Public Aid, 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 Sr Patient Relations Manager (or Practice Manager in some circumstances) and has significant opportunities for advancement.

What we're looking for

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

Required Qualifications:

• Computer Skills: Ability to quickly navigate and use multiple computer programs to include, but not limited to: Gmail, MS Word or Google Docs, Excel, etc.

• US work authorization

• Experience in Medicare, private insurance or Medicaid

• Comfortable with heavy phone usage

• Comfortable in a metric, commission driven environment.

• Someone who embodies being "Oaky"

Strongly Preferred Qualifications:

• Proficiency in non-English languages like Spanish, Polish, Russian, or other languages spoken by people in the communities we serve (where necessary) as required by center's demographics 

Preferred Qualifications:

• Experience with helping patients or customers understand their insurance coverage

• A passion for working with others to create an unmatched patient experiences

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

• Sales background preferred

• Experience in Salesforce helpful

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

• CRM experience a plus

• Bachelor degree strongly pref