Patient Insurance Navigator - Float

Patient Insurance Navigator (Patient Relations Analyst) - Float

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

Locations: York, Harrisburg, Reading and Lancaster Clinics

Role Description:

At Oak Street Health, we're rebuilding healthcare as it should be. The Patient Insurance Navigator (internally known as the Patient Relations Analyst, or PRA) is an integral part of this process and the ultimate patient advocate within our clinics. As our resident insurance experts, they help guide patients through Medicare, Medicaid, and affordable coverage options by answering any questions, navigating complex plans and billing, connecting with insurance resources, and providing critical support during the Annual Enrollment Period (AEP).

PRAs also assist our Care and Outreach teams with high-touch customer service aspects within the clinic, such as scheduling, insurance verifications and billing.

Responsibilities:

• Assist patients with navigating Medicare/Medicaid 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, ensuring patient advocacy as the highest priority.
• Gain the trust of Oak Street Health patients in an effort to properly advise them on 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.
• Foster patient engagement through the design and execution of events, including center tours.
• Provide exceptional customer service daily to new and existing patients.
• Other duties as assigned

What we're looking for:

Required Qualifications:

• At least 1 year of experience within a customer service role
• 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.
• As this is a Float position, must be willing to assist with other local offices. We do reimburse mileage for travel between locations.
• Proven ability to communicate clearly and effectively through phone, writing, and in-person
• Positive attitude, with a passion for working with others to provide unmatched patient experiences
• US work authorization

Strongly Preferred Qualifications:

• Experience working with a CRM software, such as Salesforce
• Prior experience, or willingness and ability to connect with our patient population of older adults
• Ability to problem-solve and multi-task in a fast-paced environment with excellent time-management skills
• Experience directly helping patients or customers understand their insurance coverage, particularly with navigating the healthcare systems under Medicare and Medicaid insurances

Preferred Qualifications:

• Bachelor degree preferred, or equivalent experience
• Bilingual in English and Spanish is not required, but is a plus when it comes to connecting with our diverse patient population.

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: The typical pay range for this role is: $21.10 - $40.90. 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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

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. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of 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.