Sr Patient Relations Manager II

CVS Health; Providence (RI); On-site; USD 46,000 - 113,000; Full time

Job summary

An established industry player is seeking a Senior Patient Relations Manager to lead a dedicated team focused on enhancing patient experiences and outcomes. This role involves training staff, navigating complex healthcare systems, and driving patient retention metrics. Join a mission-driven organization committed to providing personalized care for older adults, where your leadership will shape the future of healthcare. With a focus on community engagement and a supportive work environment, this opportunity promises professional growth and a chance to make a significant impact in the lives of patients. If you are passionate about healthcare and leadership, this role is perfect for you.

Benefits

Paid vacation

Sick time

401K match options

Health insurance

Vision benefits

Dental benefits

Leadership development opportunities

Continuing education stipends

Flexible work environments

Employee stock purchase plan

Qualifications

• Strong background in customer service and patient relations management.
• Experience in navigating Medicare and healthcare systems.

Responsibilities

• Lead and motivate a team to achieve patient growth and retention.
• Train staff on service recovery and patient interactions.

Skills

Customer Service

Problem Solving

Flexibility

Team Leadership

Communication

Education

Bachelor's Degree

3+ years of Manager experience

Tools

MS Word

Excel

Gmail

CRM software

Job description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Company: Oak Street Health

Title: Senior Patient Relations Manager

Role Description

The purpose of the Sr Patient Relations Manager (Sr PRM) at Oak Street Health is to build, lead and motivate a strong Patient Relations Manager team in order to achieve success in patient growth and retention metrics.

The Senior Patient Relations Manager role is an exciting advancement opportunity for those who have demonstrated mastery of the Patient Relations Manager role. A Sr PRM supports a region of a variety of clinics and is the expert on Medicare to others in the region.

Success requires high levels of flexibility, energy, customer service and problem solving.

Core Responsibilities

• Being a ‘black-belt' level expert on the ins and outs of Medicare, insurance, and benefits; and supporting our staff so that they can support patients.
• Showcasing flexibility and supporting and filling in for team members when needed.
• Providing training to PRMs on how to deal with service recovery and navigate complex patient interactions.
• Ensuring that all PRMs in the region understand and execute core PRM duties, such as:
• Meeting growth and retention targets.
• The "Welcome Visit" and orientation process for new Oak Street Health patients.
• Assisting patients with Medicare / Medicaid / Managed Care questions and topics.
• Serving as clinic expert on insurance topics.
• Assist patients in navigating the healthcare system and helping patients resolve medical bills inside and outside of Oak Street Health.
• Delivering an outstanding patient experience at every turn.
• Assist patients with finding appropriate resources for applying for public benefits, such as Public Aid, and Extra Help for prescription drugs.
• Support Regional Vice President in growing and improving the operations of the region; including communicating pacing on important metrics.
• Other duties as assigned.

What we're looking for

We're looking for motivated, experienced Sr. Patient Relations Managers with:

Required Qualifications:

• 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.

Strongly Preferred Qualifications:

• Proficiency in non-English languages like Spanish, Polish, Russian, or other languages spoken by people in the communities we serve (where necessary) as required by center's demographics.
• 3 years of Manager/team leader experience.

Preferred Qualifications:

• 2 years experience and a demonstrated track record of high performance in the Patient Relations Manager role, or an analogous role.
• A problem-solving orientation and a flexible and positive attitude.
• Experience with and a supportive attitude toward our patient population of older adults.
• Experience helping patients navigate the health care system, especially related to Medicare and Managed Care.
• Proficient PC skills; CRM experience preferred.
• Bachelor degree or experience.
• US work authorization.
• Someone who embodies being "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's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 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.

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range:

The typical pay range for this role is:

$46,988.00 - $112,200.00

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 09/20/2025.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.