Sr Analyst, Patient Relations Manager Program

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 

Location: Remote

Title: Sr. Associate, PRM Program

Role Description

The purpose of the Sr. Associate, PRM Program (Float) at Oak Street Health is to provide ongoing support, training and performance management for Patient Relations Managers and Sr. Patient Relations Managers to build a sustainable PRM program, achieve growth and retention metric success and alleviate staffing challenges.

The Sr. Associate, PRM Program role is an exciting advancement opportunity for those who have demonstrated mastery of the Senior Patient Relations Manager I/II role. A Sr. Associate, PRM Program (Float) Supports regions/centers, as needed, and most directly when the regions lack a Senior Patient Relations Manager or need additional support leading the PRM cohort. 

The Sr. Associate, PRM Program (Float) reports to the Divisional Manager, PRM Program and is responsible for assisting the central team in supporting the Patient Relations Manager program across the company. The role is remote, but travel is highly emphasized and required (40%) throughout the year to directly support regions on the ground. 

• All candidates for the Sr. Associate (Float) position must meet the criteria required for Sr. PRM I, In addition to the Sr. PRM II leveling criteria, candidates for the Sr. Associate (Float) position must demonstrate or express an interest in training and continuous learning, excellent communication and listening skills, and interpersonal skills. This candidate must be willing to travel.

Success in this role requires high levels of flexibility, energy, leadership, and organization, as well as strategic problem-solving and effective communication skills.
 

Responsibilities include:

• Demonstrating a high degree of flexibility and leadership, and acting as temporary SPRM where needed to best support local PRM teams

• 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 patient

• Effectively communicating with RVPs, Sr. Associates and field teams (PMs, OMs, WCs) as needed

• Onboarding, training, and providing continuous feedback to SPRMs/PRMs as needed, to ensure team members feel adequately supported to navigate complex patient interactions

• Ensuring that all PRMs in the region understand and execute core PRM duties when serving as acting Sr PRM, including (but not limited to): 

  • Meeting growth and retention targets

  • Facilitating the “Welcome Visit” and orientation process for new Oak Street Health patients

  • Assisting patients with Medicare / Medicaid / Managed Care questions and topic

  • Serving as the clinic expert on insurance topics

  • Assisting 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

  • Assisting patients with finding appropriate resources for applying to public benefits, such as Public Aid, or Extra Help for prescription drugs

  • Supporting the RVP 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 Sr. Patient Relations Manager II with:

Required Qualifications:

• Computer Skills: Able to quickly navigate and use multiple computer programs including, but not limited to: Gmail, MS Word o