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Patient Engagement Manager, OakWell

Company: Oak Street Health, Inc.
Location: Fort Worth
Posted on: November 17, 2023

Job Description:

Title: Patient Engagement Manager
Location: Must travel within the Ft. Worth, TX region
*Must be bilingual (Spanish-Speaking)
Company Description
OakWell provides high-quality primary care to patients living with end-stage kidney disease (ESKD). To ensure these patients receive quality primary care services, we provide comprehensive and integrated care right in the dialysis center. This allows patients to conveniently fit primary care into their existing healthcare schedule, keeping them healthy and living well. With an ambitious growth trajectory, OakWell is seeking and cultivating team members who are passionate about our goal of fully integrating primary and kidney care.
OakWell is powered by Oak Street Health, an innovative company delivering higher quality health and wellness care for adults on Medicare, in partnership with Interwell Health, a kidney care management company that partners with physicians on its mission to reimagine healthcare.
Role Description
The OakWell Patient Engagement Managers (PEMs) are integral to the OakWell care team. The PEM is responsible for developing relationships, engaging with prospective patients, introducing OakWell, and guiding them through the new patient journey. In addition, the PEM will educate patients about Medicare programs, resources, and affordable insurance coverage options available to them to increase patient access to care and retention. PEMs are the insurance experts who advocate for patients by helping them navigate insurance options and bills. They are also a resource to the care team for questions regarding Medicare and eligibility. PEMs are vital players during Medicare--s Open Enrollment by ensuring that our patients know all their options surrounding Medicare.
The Patient Engagement Manager will report to the Practice Manager.
OakWell PEM typically works from a Fresenius dialysis clinic 4-5 days per week, with some Wednesdays working remotely.

  • Proficiently represent OakWell and effectively communicate the benefits of being an OakWell patient to prospective patients

  • Deliver the highest level of sales and customer service to our prospects and patients

  • Generate leads by prospecting, building, and maintaining relationships

  • Capture and record customer information and sales activity data into the customer relationship management (CRM) system and appropriate business system

  • Gain the trust of OakWell patients in an effort to properly advise them in their healthcare coverage

  • Assist patients with navigating Medicare and insurance issues which includes coverage, benefits, summaries, eligibility, and getting the most out of their plan

  • Serve as an 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 OakWell (advocate for the patient)

  • Manage the welcome visit and orientation process for new OakWell patients

  • Re-engage with patients who --drop-- off of the roster to address any issues (service recovery efforts)

  • Follow up with patients who are no-shows for an appointment

  • Support the clinic management team on operational activities as needed, including scheduling and billing

  • Other duties as assigned

    What we--re looking for:
    We--re looking for motivated, experienced Patient Engagement Managers with:
    Required Qualifications:

    • Computer Skills: Ability to quickly navigate and use multiple computer programs to include, but not limited to: Gmail, Google Sheets, Google Documents

    • US work authorization

    • Access to personal transportation with a valid driver's license

      Strongly Preferred Qualifications:

      • Sales or account management experience and/or a passion for sales

      • 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

      • Experience with Salesforce

      • Experience with and a supportive attitude toward our patient population of older adults that require dialysis & community served by the clinic

      • Past roles often include: Patient Navigator, Patient Relationship Manager, Insurance Agent, Sales, or Community Health roles

        Preferred Qualifications:

        • A passion for working with others to create an unmatched patient experience

        • A problem-solving orientation and a flexible and positive attitude

        • Ability to quickly connect and influence people

        • Someone trusted and comfortable in tough situations

        • Adept negotiation skills

        • Team player and contributor to the overall effectiveness of the team

          OakWell 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

            OakWell is an equal-opportunity employer. We embrace diversity and encourage all interested readers to apply.

Keywords: Oak Street Health, Inc., Fort Worth , Patient Engagement Manager, OakWell, Executive , Fort Worth, Texas

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