Manager, Patient Support

Company: Oak Street Health

Title: Manager, Patient Support

Location: Divisional

Company Description

Oak Street Health believes everyone deserves great healthcare – the kind you'd want for your own family. We specialize in providing exceptional care for older adults on Medicare, often in underserved communities where there is little or no quality healthcare.

Oak Street Health is on a mission to rebuild healthcare as it should be with an innovative care model that centers on wellness-based, positive health outcomes for patients, not the volume of services provided. Our unwavering commitment to keeping patients healthy is highlighted by dedicated care teams that take time to get to know each individual, providing the personalized care they need to stay healthy and live life more fully. 

We're an organization on the move! Our rapidly growing national network of primary care centers is staffed by a diverse team of outstanding care providers, service team members, technologists, community outreach experts, business professionals, and more. For more information, visit http://www.oakstreethealth.com.

Role Description:

Patient Support Managers (PSMs) at Oak Street Health are critical leaders in our organization. PSMs are responsible for closely developing and managing a team of Patient Engagement Specialists (PES) and/or Patient Onboarding Executives (POE). PSMs manage a team of PESs and/or POEs for Oak Street Health's unengaged and PUSH population and are expected to review metrics daily, coach staff members, and generally ensure the Hard to Reach (HTR) team operates smoothly and successfully.

Core Responsibilities:

• Manage and develop a team of quota-carrying PESs/POEs

• Coach direct reports in sales strategy, pipeline management, opportunity management, and career planning/development

• Support, retain, and nurture your team with high potential and strong performance history

• Provide skill training and mentoring on developing rapport and prospect engagement, including consistent and regular ride alongs with PESs/POEs

• Provide an unmatched experience for patients and prospects

• Maintain a strong relationship between clinical staff and service team staff within the clinic

• Develop both the long-term vision and strategy for the team and manage day-to-day sales team operations

• Understand the vision of the HTR program. Communicate the vision with local stakeholders. 

• Be an ambassador in the local community - building relationships with other healthcare providers, social/community organizations, and marketing partners.

• Other duties as assigned

What are we looking for?

• Mastery in the PES/POE role with strong communication skills or a comparable management position

• Strong computer skills, including:

  • Ability to create and analyze Excel spreadsheets

  • Experience managing through a CRM system, ideally Salesforce

  • Ability to communicate effectively to local leadership and upper management

  • Comfort with personal quota in addition to management responsibilities

• Outstanding management skills with the ability to motivate a team

• Strong focus on data and analytics to drive targeted activities and return on growth efforts

• Excellent relationship management skills

• Ability to manage competing priorities while maintaining a positive attitude 

• Inclination to work in a results-oriented role

• Access to reliable transportation

• 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 scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture

• Fast-paced and innovative environment

• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

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