Company: Oak Street Health

Title: Experience & Event Specialist

Role Description

A Patient Experience Specialist ensures a positive first impression and lasting service impression on our patients. This role supports the delivery of the highest level of care for patients ensuring that throughout the visit journey they feel respected, are able to build trust with the team, and ultimately achieve the best health outcomes. This role will be responsible for engaging with both new and existing patients, provide on-site support to facilitate the flow of each visit, and help with running events in the Community Room.

Your duties include supporting delivery, adoption, and adherence to the Oaky Way using service tools that improve operational efficiency to deliver an unmatched patient experience.

You will report to the Practice Manager or Clinic Operations Supervisor of the clinic.

Core Responsibilities:

• Acts as a central point of contact welcoming patients and prospects and ensuring they have an optimal experience from the moment they walk in the door

• Supports coordination and patient engagement efforts via community room programming year-round, leading community room events on a daily basis

• Supports service recovery and retention by serving as point person for service recovery on-the-spot

• Acts as a catalyst to strengthening cross-center communication by leveraging internal knowledge to proactively identify and support the closure of any service gaps

• Facilitates the goal of guiding patients and their families to successfully navigate and feel connected to an unmatched care experience while in center

• Other duties, as assigned

What we’re looking for
We’re looking for motivated professionals with:

• Outstanding interpersonal and customer experience skills

• The potential to maintain the positive image of the OSH brand and reputation

• The capacity to be quality and detail oriented

• A willingness to learn as well as give and receive feedback

• An understanding of critical clinic functions ie scheduling, EMR utilization

• Skills to think proactively and use sound judgment

• A patient centric positive attitude

• An approach that supports teamwork and collaboration

• A high level of integrity

• Self-motivation to act with a sense of urgency to ensure goals are achieved

• Moderate proficiency in learning and using computer software

• High school diploma, or equivalent is required; some college preferred

• US work authorization

• Bilingual (based on clinic location)

• 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 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