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

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's degree or experience

Senior Analyst, Patient Relations Manager Program

Key skills