Director, RBE Member Experience
Description
Company: Oak Street Health
Title: Director, RBE Member Experience
Location: Downtown Chicago (30 W. Monroe St.)
Role Description
CVS Healthspire brings together our health care delivery, pharmacy and health services solutions. The Risk Bearing Entity (RBE) is responsible for bringing together proven health care interventions across CVS Healthspire to support Medicare members in their healthcare journey.
The Director, RBE Member Experience will be responsible for identifying opportunities to refine the member experience journey (e.g. information requests, scheduling, handoffs, referrals, after-visit coordination, etc) to ensure consistency and seamlessness. The ideal candidate is a self-starter, highly organized, enjoys solving challenging problems, uses data to drive insights, and excels in a fast-paced environment.
In this role, the Director will collaborate with other members of the Oak Street Health team (Population Health, Product, Data, Data Science, etc.), Signify, CVS Health, and Aetna to design and maintain workflows that can drive best-in-class health outcomes for the RBE. The role will engage across multiple RBE programs and initiatives to ensure that the underlying platform can meet the evolving needs of the business.
This role will report directly to the VP, RBE Engagement.
Core Responsibilities
Codify and evolve the member journey by driving high-impact experience initiatives that support member retention and enable the following program outcomes:
Drive year-over-year improvement in AWV & In-home Health Evaluation (IHE) completion among RBE members
Achieve year-over-year improvement in the accuracy & specificity of clinical documentation during RBE member Annual Wellness Visits (AWVs) & In-home Health Evaluations (IHEs)
Drive best-in-class health outcomes for the RBEâs attributed members, as measured by admissions per 1,000 (ADK), readmission rates, and total third-party medical spend
Focus on the early opportunities in member experience that allow for scaling over the next year:
Designing the right workflows for members as they move between rosters
Ensuring visibility for RBE teammates when members move across interventions
Partner with teams to coordinate patient communications, capture voice of customer, and identify friction points.
Identify opportunities by performing data analysis, identifying key insights and trends to inform decision-making / process design
Deep ownership of and expanded focus on RBE patient and team experience. Gather appropriate stakeholder and member information to iterate as needed to create a best in class platform.
Maintain strong working knowledge of value-based care patient engagement, clinical documentation, and admissions prevention / support.
Removing barriers to create success in complex projects to achieve implementation. Identifying issues/gaps in processes or the organization, coordinating analysis, and developing solutions.
Engage cross-functionally within Oak Street Health and with other CVS Health entities (Signify, Aetna, Retail Health, etc.).
Develop materials and lead discussions with relevant organizational leaders
Communicate and coordinate with stakeholders to ensure visibility and coordination among various workstream
What are we looking for?
Demonstrated ability to lead and work closely with cross-functional teams in sizable new initiatives, including Design, Engineering, Clinical, Commercial, Growth, Data Science, and external partners and clients
Strong user-facing product management experience with ability to conduct end-to-end discovery and delivery of complex feature sets
Strong analytical, problem-solving, group facilitation, and presentation skills
Outstanding written and verbal communication skills and customer service orientation
Ability to excel in a fast-paced environment, working through details quickly and staying focused on goals and deliverables
Ability to strive in a matrix organization and desire to continually demonstrate teamwork and embrace opportunities to collaborate
A flexible and positive attitude, oriented toward accountability
Bachelor's degree
5+ years of applicable experience, experience in healthcare operations preferred, but not required
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 patients communities, and focused on the quality of care over volume of services. We are 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