Sr. 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 ‘black-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'