Analyst,Patient Relations

About the Role

The Patient Relations Analyst (PRA) at Oak Street Health is responsible for educating patients about Medicare programs, resources, and affordable insurance coverage options to enhance patient access to care and retention. PRAs are integral to the Oak Street Health care team, serving as insurance experts at each clinic. They advocate for patients by assisting them in navigating insurance options and bills. Additionally, they act as a resource for the care and outreach teams regarding Medicare and eligibility. PRAs play a key role, especially during Medicare's Open Enrollment, in informing patients about their Medicare options. This role reports to the Associate Patient Relations Manager or Practice Manager.

Key Responsibilities

• Assist patients with navigating Medicare and insurance issues, including coverage, benefits, summaries, eligibility, and maximizing plan utilization.
• Serve as an internal resource for clinic providers and staff on insurance-related questions.
• Aid patients in navigating the healthcare system and resolving medical bills, both within and outside of Oak Street Health.
• Build patient trust to effectively advise them on healthcare coverage.
• Manage the welcome visit and orientation process for new Oak Street Health patients.
• Educate patients on applying for public benefits, such as Public Aid and Extra Help for prescription drugs.
• Support the clinic management team with operational activities, including scheduling and billing, as needed.
• Provide exceptional customer service.
• Foster patient engagement through event design and execution, including center tours.
• Perform other duties as assigned.

Requirements & Tech Stack

• Computer Skills: Ability to quickly navigate and use multiple computer programs, including but not limited to: Gmail, MS Word or Google Docs, Excel.
• US work authorization.

Qualifications

• Experience with helping patients or customers understand their insurance coverage.
• Experience helping patients navigate the health care system, especially related to Medicare and Managed Care.
• A passion for working with others to create unmatched patient experiences.
• A problem-solving orientation and a flexible, positive attitude.
• Sales background preferred.
• Experience with and a supportive attitude towards older adults.
• CRM experience a plus.
• Bachelor degree preferred, or equivalent experience.
• Proficiency in non-English languages such as Spanish, Polish, Russian, or other languages spoken by community members (where necessary).