Company: Oak Street Health

Title: Associate I, Executive Escalations

Location: Treehouse, Remote
 

Role Description:

The Associate, Executive Escalations helps meet the goal of successfully managing comprehensive care and resolution of patient needs by providing the delivery of the highest level of care for patients who have communicated difficulty finding resolution from other teams or channels within the company. This role will receive escalated patient cases from a variety of channels including, but not limited to: compliance, payer grievances, emails, social media posts, online reviews, survey feedback, and requests for executive escalation. Your duties will include monitoring, motivating, recognizing, resolving patient issues, and coordinating resolution with care teams in the clinics.

Core Responsibilities:

Demonstrate ownership and accountability to thoroughly resolve customer service issues from high priority service channels; serve as primary point of contact, systematically intake and triage problems, and follow through with delivery of resolution. 

De-escalate negative interactions by providing outstanding customer service and demonstrating empathy. 

Handle multiple patient interactions simultaneously, providing outbound follow-up as needed, and coordinating escalations where appropriate. 

Strong understanding of all areas of the organization, including operations and clinic functions, ability to discern how to best coordinate resolution and act as an extension of the clinics.

Utilize outstanding verbal and written communication skills with internal partners, customers, and external partners.

Solve problems with creativity, coordinating cross-functional resolution for patient needs. This may include scheduling appointments, coordinating patient referrals, obtaining authorizations and fax requested information as needed, and updating/managing information in our electronic medical records system.

Investigate customer-centric solutions and processes, deeply understand current service and sales policies, to contribute to best-in-class customer experiences.

Assist with root cause analysis and identification of trends from inbound patient communications. 

Maintain a positive presence in interactions; respond to potentially negative interactions with a warm, welcoming, and supportive tone.

Other duties as assigned. 

Remote Work Requirements:

Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems

Prior remote work experience

Ability to obtain high-speed internet and hardwire equipment to router/modem

Distraction-free and private remote work environment required as well as reliable dependent care during working hours

Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center

Ability to participate in classroom-style remote training sessions

An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for?

High school diploma, or equivalent is required; undergraduate degree preferred

2-3 years of experience with social media management and listening tools, such as Sprout Social and Reputation.com, preferred

Oak Street Health patient-facing experience preferred

Spanish speaking candidate preferred

Ability to multitask, prioritize, and manage time effectively; highly organized 

Excellent communicator; Outstanding phone and written demeanor and etiquette

High level of integrity

Ability to maintain confidentiality

Computer proficiency, including Google Docs, Sheets, email, and social media tools/platforms 

A flexible and positive attitude

Problem Solving/Analysis

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