Sr. Patient Relations Manager

Company: Oak Street Health

Title: Senior Patient Relations Manager

Role Description

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

The Senior Patient Relations Manager role is an exciting advancement opportunity for those who have demonstrated mastery of the Patient Relations Manager role. A Sr PRM 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 âblack-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 PRMs on how to deal with service recovery and navigate complex patient interactions

• Ensuring that all PRMs in the region understand and execute core PRM 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 Sr. Patient Relations Managers 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 Manager 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

• 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 delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to 'Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody 'Oaky' values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

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

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health