Sr Analyst, Patient Relations Manager Program

About the role

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.

Responsibilities

• 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

Qualifications

• Required Qualifications: Computer Skills - Able to quickly navigate and use multiple computer programs including, but not limited to: Gmail, MS Word or Google Docs, Excel or Google Sheets, etc., U.S. work authorization
• Preferred Qualifications: 3 years experience and a demonstrated track record of high performance in the Patient Relations Manager and Sr Patient Relations Manager roles, Excellent interpersonal skills, ability to work across the organization to support new workflows/programs, 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
• Strongly Preferred Qualifications: 3 years of management/team leader experience

Benefits

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

Company Information

Company: Oak Street Health, Location: Remote, Title: Sr. Associate, PRM Program