Analyst, Patient Relations-Float

About the Role

The purpose of the Patient Relations Analyst (PRA) at Oak Street Health is to educate patients about Medicare programs, resources, and affordable insurance coverage options available to them in order to increase patient access to care and retention. PRAs are the insurance experts at each clinic and advocate for patients by helping them navigate through insurance options and bills. They are also a resource to the care team and outreach team for questions regarding medicare and eligibility. PRAs are daily key players, particularly during Medicare's Open Enrollment, ensuring that our patients are informed of all their options surrounding Medicare.

Key Responsibilities

• Assist patients with navigating medicare and insurance issues which includes coverage, benefits, summaries, eligibility and getting the most out of their plan
• Serve as internal resource in the clinic on insurance questions for providers and staff
• Assist patients in navigating the healthcare system, help patients resolve medical bills inside and outside of Oak Street Health (advocate for the patient)
• Gain the trust of Oak Street Health patients in an effort to properly advise them in their healthcare coverage
• Manage the welcome visit and orientation process for new Oak Street Health patients
• Educate patients on how to apply for public benefits, such as Public Aid, and Extra Help for prescription drugs
• Support the clinic management team on operational activities as needed, including scheduling and billing
• Provide exceptional customer service
• Foster patient engagement through the design and execution of events, including center tours
• Other duties as assigned

Requirements & Tech Stack

• 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

Qualifications

• Experience with helping patients or customers understand their insurance coverage
• A passion for working with others to create an unmatched patient experiences
• A problem-solving orientation and a flexible and positive attitude
• Sales background preferred
• Experience with and a supportive attitude toward our patient population of older adults
• CRM experience a plus
• Bachelor degree preferred, or equivalent experience
• Experience helping patients navigate the health care system, especially related to Medicare and Managed Care

Proficiency in non-English languages like Spanish, Polish, Russian, or other languages spoken by people in the communities we serve (where necessary) is strongly preferred as required by center's demographics.