Analyst, Patient Relations

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.

The House Calls Patient Relations Analyst (PRA) leads market operations in providing the best patient care and a great place to work in order to keep patients happy, healthy and out of the hospital. Patient Relations Analysts are an integral part of the Care Team, they are the insurance & resource experts that assist our patients in affording healthcare. PRAs drive teams towards achieving patient satisfaction and educates teams and patients alike with navigating Medicare options. Patient Relations Analyst (PRA) reports to the Patient Relations Associate Manager.

Core Responsibilities:

• Ability to meet daily, monthly and quarterly metrics

• Navigate Medicare & Medicaid for our patient population of older adults.

• Assist patients with understanding medical bills and walking them through a resolve

• Assisting patients with applying for Public Aid benefits, Extra Help for prescription drugs and Extra Benefits provided by their insurance carrier.

• Ability to navigate multiple systems to track patient and Care Team communication, workflows and next steps.

• Collaboration with Behavior Health Specialists to determine Medicaid status and community resource support.

• Assist with managing Referrals and Orders for timely completion

• Overseeing payer and patient retention

• Assisting with Service Recovery efforts to maintain patient satisfaction

• Ability to train and educate on insurance and processes to Care Teams, patients & other external departments.

• Problem-solving orientated and eagerness to identify process gaps and implement practical solutions

• Assisting with team development as our markets grow and expand.

• Able to handle confidential information with discretion.

• Provide exceptional customer service

• Ability to drive a team culture that is collaborative, patient-centric and oriented toward driving results for our current patients and growing our impact with new patients while making it a Great Place to Work for our teams.

• Other duties as assigned

What we’re looking for

Required:

• Insurance sales and/or Billing background

• Has Medicare, Medicaid and Commercial insurance knowledge

• 4 or more years of Customer Service experience

• Experience with Google Suite & Microsoft Products

• Experience with successfully achieving required metrics

• Proficient PC skills

• 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

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

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

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