Assoc Mgr,Patient Relations

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.

Title: Associate Patient Relations Manager

Company: Oak Street Health

Role Description:

The purpose of the Associate Patient Relations Manager at Oak Street Health is to build, lead and motivate a strong Patient Relations Analyst team in order to achieve success in patient growth and retention metrics.

The Associate Patient Relations Manager role is an exciting advancement opportunity for those who have demonstrated mastery of the Patient Relations Analyst role. This position supports a region of a variety of clinics and is the expert on Medicare to others in the region.

Success requires high levels of flexibility, energy, customer service and problem solving.

Core Responsibilities:

• Being a ‘black-belt' level expert on the ins and outs of Medicare, insurance, and benefits; and supporting our staff so that they can support patients
• Showcasing flexibility and supporting and filling in for team members when needed
• Providing training to PRAs on how to deal with service recovery and navigate complex patient interactions
• Ensuring that all PRAs in the region understand and execute core PRA duties, such as:
  • Meeting growth and retention targets
  • The "Welcome Visit" and orientation process for new Oak Street Health patients
  • Assisting patients with Medicare / Medicaid / Managed Care questions and topic
  • Serving as clinic expert on insurance topics
  • Assist patients in navigating the healthcare system and helping patients resolve medical bills inside and outside of Oak Street Health
  • Delivering an outstanding patient experience at every turn
  • Assist patients with finding appropriate resources for applying patients for public benefits, such as Public Aid, and Extra Help for prescription drugs
• Support Regional Vice President in growing and improving the operations of the region; including communicating pacing on important metrics
• Other duties as assigned

What we're looking for

We're looking for motivated, experienced Patient Relations Analysts 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

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
• 3 years of Manager/team leader experience

Preferred Qualifications:

• 2 years experience and a demonstrated track record of high performance in the Patient Relations Analyst role, or an analogous role
• A problem-solving orientation and a flexible and positive attitude
• Experience with and a supportive attitude toward our patient population of older adults
• Experience helping patients navigate the health care system, especially related to Medicare and Managed Care
• Proficient PC skills; CRM experience preferred
• Bachelor degree or experience
• US work authorization

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$50,188.00 - $122,400.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in th