Sr Manager, Clinical Contact Operations

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.

Company: Oak Street Health

Title: Senior Manager of Clinical Contact Operations

Location: Downers Grove

Role Description

Oak Street Health clinical contact center is an extension of our centers both during and after business hours, operating 24/7, 365 days a year to meet the needs of all Oak Street Health patients.

The Triage Nurses (RNs) and Pharmacy Technicians are an important part of Oak Street Health’s success. High levels of flexibility, attention to detail, and problem solving are required to be successful. This position will be responsible for the day-to-day and oversight of both teams and long-term strategic growth of these departments. For the nurses, they are expected to create standardized telephone triage protocols, provide accurate documentation in the EMR, support Triage Nurse decision making, and generally coordinate all clinical and auxiliary services needed to provide a high quality health care experience from Oak Street Health. Pharmacy technicians, they handle medication refills requests from patients calling in to our contact center in a timely fashion to ensure all patients are getting their medications when they need it. This team member is also expected to spend approximately 50% of their time leading the supervisors of the teams and the rest of their time will be involved in strategic initiatives centered around continuous improvement of these roles.

Core Responsibilities:

● Supervise nurses and oversee execution of daily clinical workflows, including clinical staff scheduling and work assignments.

● Supervise pharmacy technicians and oversee execution of daily workflows, including staff scheduling and work assignments.

● Manage both groups towards exceeding SLAs, including but not limited to: answer rate, first call resolution, patient experience, and clinical outcomes such as ED Diversion and following the Oak Street Health clinical model.

● Collaborate with Leadership on operational initiatives, performance management of clinical staff, providing feedback, coaching, and mentoring.

● Audit team’s documentation and review clinical decision making to ensure excellent delivery of patient care and lead the Quality Assurance and Training functions of these roles.

● Provide staff education, in coordination with provider teams, to ensure proper roll-out of new clinical policies, procedures and best-practice literature. Provide training education, particularly around chronic conditions and required clinical outcomes from CMS.

● Oversee maintenance of certifications and licensure, including continuing education requirements.

● Launch and Manage core functional updates for Nurse Triage software and internal technology upgrades

● Provide oversight as both teams continue to grow and use data to support oversight such as looking into overall staffing needs for managers and contact center staff.

● Create strategic partnerships with leaders and vendors inside and outside of Oak Street Health and focus on new data, technology, and vendor relationships that continue to push the team towards being a world-class clinical contact center.

● Provide an exceptional patient experience through service, responsiveness and care, including addressing customer complaints

● Other duties as assigned.

Senior Manager of Clinical Contact Operations reports to the Senior Director of Service Operations.

What we’re looking for

We’re looking for motivated Senior Manager of Clinical Contact Operations with:

● A minimum of 3 years of supervisory experience

● An active compact RN license in your state of residence required

● Bachelor’s degree required

● Acquiring and maintaining licensure in all states in which Oak Street Health has centers

● CPR Certification required

● EMR experience

● Minimum of 5 years of healthcare experience working as an nurse, preferably in a primary care office, other outpatient setting, or contact center

● 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