Sr. Patient Relations Manager

Oak Street Health Carrollton , TX 75011

Posted 2 months ago

Company: Oak Street Health

Title: Sr. Patient Relations Manager, Partnerships & Integrations

Location: Flexible; will need to travel domestically and "float" across sites

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers that provides higher quality health and wellness care that improves outcomes, manages medical costs, and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patient's communities, we can keep our patients healthy and then reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people in Illinois, Indiana, Michigan, Pennsylvania, and Ohio. WIth more than 40 locations, and with an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about the mission to rebuild healthcare as it should be.

For more information, visit http://www.oakstreethealth.com.

Role Description

The Senior Patient Relations Managers (Sr PRMs) are an integral part of our leadership team. They are the insurance experts who support and coach our PRMs at each clinic. They advocate for our patients by helping them navigate through insurance options and bills. This team is also a resource to the care team and outreach team for questions regarding Medicare and eligibility. They are key players during Open Enrollment ensuring that our patients are informed of all their options surrounding Medicare.

This position will support our Partnerships and Integration team as we look to grow and retain Medicare patients in new markets and for new ventures. As Senior PRM, you will act as an expert on patient resource topics to others on the team and focus on patient retention. You will be responsible for Medicare growth and retention of members. Joining our Partnerships and Integration team is an opportunity to explore innovative applications of our care model while always providing an unparalleled patient experience.

Success requires high levels of flexibility, energy, customer service and problem solving. This position will require willingness for significant travel as this team works across regions.

Responsibilities include:

  • Being a subject matter expert on the ins and outs of Medicare, insurance, and benefits; and supporting our staff so that they can support patients

  • Leading patient retention efforts for a new market or center

  • Participating in Outreach events focused on using conversations about resources as a way to introduce Oak Street (approx. 20-50% of time)

  • Filling in for PRMs out of the office, and willing to work directly with patients and prospective patients

  • Providing additional PRM support in busy locations as needed

  • Providing coaching to PRMs on how to deal with objections and navigate complex patient interactions

  • Ensuring that all PRMs in Partnerships locations understand and execute core PRM duties, such as:

  • The "Welcome" 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 applying for public benefits, such as Public Aid, free phones, and Extra Help for prescription drugs

  • Create and maintain community relationships, including the management of a "Community Resources" database to help meet the needs of our patients

  • Support Operations Leader in growing and improving the operations of the region

  • Other duties as assigned

What we're looking for

We're looking for motivated, experienced professionals with:

  • A demonstrated track record of high performance in the Member Relations Manager role, or an analogous role

  • A demonstrated track record of meeting or exceeding targets in a sales, outreach, customer retention, or growth role, with strong preference to those that have worked in Medicare outreach

  • 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

  • Fluency in Spanish preferred, not required

  • Strong PC skills- must be able to work independently in Excel, Powerpoint, across CRM tools, etc

  • Bachelor degree or heavy related experience

  • US work authorization

  • Willingness to travel across regions as required (could be up to 75% at times)

  • Someone who embodies being "Oaky". What it means to be Oaky:

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and driving for results

  • Being scrappy

  • Radiating positive energy

  • Assuming good intentions

Why Oak Street?

Oak Street Health offers our coworkers advantages that can't be found in other healthcare companies, including:

  • The opportunity to be part of a hyper-growth company focused on changing the future of healthcare.

  • High levels of responsibility and opportunities for rapid advancement

  • Generous retirement options, paid vacation/sick time, as well as health, vision and dental benefits

  • Supportive and fun culture

Why does Oak Street Health offer all of these benefits? Because we know what it takes to deliver the highest level of care, and our team deserves the best resources to succeed and enjoy their work. In return, we expect the best out of our co-workers.

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers

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Sr. Patient Relations Manager

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