Patient Engagement Specialist

Patient Escalation Specialist

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

Company: Oak Street Health

Location: Regional

Role Description

The Patient Escalation Specialist will serve as an essential member of the Patient Engagement and Escalation Team. This role necessitates conducting patient outreach, encompassing telephonic communication to assist patients who are unable to engage with the care model or indicated they are working with another provider. The PES will assist patients in identifying a more suitable setting for their primary care requirements.

Responsibilities

• Execute patient outreach within the community, establishing connections with patients through telephonic support.
• Document patient interactions in electronic medical records promptly, adhering strictly to HIPAA standards and maintaining the confidentiality of protected health information.
• Facilitate communication regarding complex topics among all involved parties in the patient's care, as necessary (e.g., family members, caregivers, medical providers, community-based organizations).
• Collaborate with the patient and their support persons (if applicable) to define goals, address impediments, and maintain transparency concerning patient and provider expectations.
• Independently cultivate relationships with patients and their caregivers.
• Partner with Community Health Workers, Social Workers, and clinicians to support the needs of complex patients.
• Provide patients with education regarding Oak Street's comprehensive wrap-around services.
• Achieve a minimum target of 20 resolutions per cycle.

What we're looking for:

Required Qualifications

• A proven record of success in engagement, sales, and/or marketing within a healthcare-related context.
• Proficiency in both verbal and written communication.
• Advanced technological acumen, including proficiency in Excel and other EHR/EMR platforms.
• A commitment to serving the community and establishing meaningful professional relationships.
• A demonstrated ability to function autonomously in a demanding, fast-paced environment.
• A comprehensive understanding of Medicare and Medicare Advantage programs.

• Fluency in Spanish (written and oral) is considered advantageous.
• Authorization to work in the United States is mandatory.
• An individual who exemplifies the core values of "Oaky."

What does being Oaky look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.

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

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $18.50 - $38.82

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.