Senior Patient Relations Manager at CVS Health

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Bachelor's degree preferred/specialized training/relevant professional qualification
3-5 years of prior relevant experience
A demonstrated track record of high performance in a Patient Relations Manager role, or an analogous role supporting Medicare growth or patient navigation
A demonstrated track record of meeting or exceeding targets in a sales, outreach, customer retention, or growth role, with strong preference to those that have worked in Medicare outreach
Experience working with our patient population of older adults preferred
Experience helping patients navigate the health care system, especially related to Medicare and Managed Care
Fluency in Spanish preferred, not required
Proficiency with Word, Excel, and PowerPoint
Ability to learn different CRM platforms
Must be willing to float across locations and have access to reliable transportation

Responsibilities

Serve as a subject matter expert on the ins and outs of Medicare, insurance, and benefits; and supporting our staff so that they can support patients
Leading patient retention efforts for a new market or center
Participating in Outreach events focused on using conversations about resources as a way to introduce the organization (approx. 20-50% of time)
Filling in for PRMs out of the office, and willing to and excited to work directly with patients and prospective patients
Providing additional PRM support in busy locations as needed
Providing coaching to PRMs on how to deal with objections and navigate complex patient interactions
Ensuring that all PRMs in Partnerships locations understand and execute core PRM duties, such as:
The "Welcome" and orientation process for new 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 the organization
Delivering an outstanding patient experience at every turn
Assist patients with applying for public benefits, such as Public Aid, free phones, and Extra Help for prescription drugs
Create and maintain community relationships, including the management of a "Community Resources" database to help meet the needs of our patients
Support Operations Leader in growing and improving the operations of the region
Other duties as assigned

Skills

Medicare

Insurance

Patient Relations

Customer Service

Problem Solving

Patient Retention

Outreach

Coaching

Leadership

Benefits Navigation

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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