Mobile Operations Coordinator

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.

Program Overview

Oak Street Health@HOME delivers high-quality primary care to Medicare patients in their home. The @HOME program takes a team-based approach to providing outstanding patient care. Our Care Teams - consisting of a Provider, Medical Assistant/Scribe (CIS/MA), Behavioral Health Specialist (BHS) and Mobile Operations Coordinator (MOC) - build individual relationships across a panel of about 75 patients, seen monthly. The Care Team is responsible for delivering excellent, high-touch primary care, and coordinating the care of our patients throughout the healthcare delivery system.

Role Description

The House Calls Mobile Operations Coordinator (MOC) serves as an integral part of the in-home care team. The MOC coordinates logistics and scheduling for patients and teams, ensures wrap-around clinical care for our patients, and provides telephonic support directly to our patients and families in our innovative home-based care program. Additionally, the MOC works directly with the care team to help identify and bridge gaps in care when patients return from the hospital or experience other challenges.

Core Responsibilities

• Prepare daily visit schedules, including routing and logistics planning

• Answer incoming calls, voice mails, and escalation of needs

• Complete patient appointment confirmation calls and update patient information as needed in electronic medical record

• Conduct outbound calls, including outreach and scheduling of new patients, as instructed

• Monitor incoming faxes and distribute to appropriate care teams

• Manage patient panel registry

• Coordinate patient transition back to center, as needed

• Request patient medical records

• Monitor patient admissions and schedule post-discharge visits

• Follow-up on DME and Home Health orders

• Follow-up on Specialty Appointments, including arranging transportation when necessary

• Participate in daily huddles and weekly interdisciplinary team meetings to discuss patient care and program operations

• Other duties, as assigned

What we’re looking for

• Genuine passion for primary care and reaching vulnerable patients

• Demonstrated ability to collaborate effectively in a team setting

• Willingness to learn and be accountable for EMR documentation and workflows

• Excellent communication, follow-up, teamwork, and problem-solving skills

• Desire to be a part of a fast-paced, innovative, quality-driven organization

Required Qualifications

• Strong computer skills: Ability to quickly navigate and use multiple computer programs to include, but not limited to: Gmail, MS Word or Google Docs, Excel or Google Sheets, etc.

• Professional phone etiquette

• Bilingual a plus (in Spanish, Polish, Russian, or other languages spoken by people in the communities we serve)

• Medical background preferred

• Experience in customer service setting strongly preferred

• Some college preferred

• US work authorization

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

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.