Associate, Executive Escalations

Company: Oak Street Health

Title: Associate I, Executive Escalations

Location: Treehouse, Remote
 

Role Description:

The Associate, Executive Escalations helps meet the goal of successfully managing comprehensive care and resolution of patient needs by providing the delivery of the highest level of care for patients who have communicated difficulty finding resolution from other teams or channels within the company. This role will receive escalated patient cases from a variety of channels including, but not limited to: compliance, payer grievances, emails, social media posts, online reviews, survey feedback, and requests for executive escalation. Your duties will include monitoring, motivating, recognizing, resolving patient issues, and coordinating resolution with care teams in the clinics.

Core Responsibilities:

• Demonstrate ownership and accountability to thoroughly resolve customer service issues from high priority service channels; serve as primary point of contact, systematically intake and triage problems, and follow through with delivery of resolution. 

• De-escalate negative interactions by providing outstanding customer service and demonstrating empathy. 

• Handle multiple patient interactions simultaneously, providing outbound follow-up as needed, and coordinating escalations where appropriate. 

• Strong understanding of all areas of the organization, including operations and clinic functions, ability to discern how to best coordinate resolution and act as an extension of the clinics.

• Utilize outstanding verbal and written communication skills with internal partners, customers, and external partners.

• Solve problems with creativity, coordinating cross-functional resolution for patient needs. This may include scheduling appointments, coordinating patient referrals, obtaining authorizations and fax requested information as needed, and updating/managing information in our electronic medical records system.

• Investigate customer-centric solutions and processes, deeply understand current service and sales policies, to contribute to best-in-class customer experiences.

• Assist with root cause analysis and identification of trends from inbound patient communications. 

• Maintain a positive presence in interactions; respond to potentially negative interactions with a warm, welcoming, and supportive tone.

• Other duties as assigned. 

Remote Work Requirements:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems

• Prior remote work experience

• Ability to obtain high-speed internet and hardwire equipment to router/modem

• Distraction-free and private remote work environment required as well as reliable dependent care during working hours

• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center

• Ability to participate in classroom-style remote training sessions

• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for?

• High school diploma, or equivalent is required; undergraduate degree preferred

• 2-3 years of experience with social media management and listening tools, such as Sprout Social and Reputation.com, preferred

• Oak Street Health patient-facing experience preferred

• Spanish speaking candidate preferred

• Ability to multitask, prioritize, and manage time effectively; highly organized 

• Excellent communicator; Outstanding phone and written demeanor and etiquette

• High level of integrity

• Ability to maintain confidentiality

• Computer proficiency, including Google Docs, Sheets, email, and social media tools/platforms 

• A flexible and positive attitude

• Problem Solving/Analysis

• US work authorization

• Someone who embodies being 'Oaky'

What does being 'Oaky' look like?

• Radiating positive energy