Patient Relations Analyst – Oak Street Health

Company: Oak Street Health (A CVS Health Company)
Location: 27155 Cherry Hill Road, Inkster, MI 48141
Job ID: R0825750
Category: Customer Care
Schedule: Full-Time (40 Hours per Week)
Work Type: On-Site

O*NET Occupation Code: 43-4051.00 – Customer Service Representatives
(Related Classifications: 13-1031.00 – Claims Adjusters, Examiners, and Investigators | 21-1093.00 – Social and Human Service Assistants)
Primary alignment reflects insurance navigation, patient advocacy, and customer support services.

About Oak Street Health

Oak Street Health is transforming primary care for older adults on Medicare through a value-based care model focused on access, prevention, and community-centered service. As part of CVS Health®, we are committed to delivering compassionate, high-quality healthcare experiences.

We are seeking a knowledgeable and patient-focused Patient Relations Analyst (PRA) to serve as the insurance and Medicare expert within our clinic.

Position Overview

The Patient Relations Analyst educates and assists patients in understanding Medicare programs, insurance benefits, and affordable coverage options. This role improves patient access to care, enhances retention, and supports financial navigation throughout the healthcare journey.

As a key member of the care team, the PRA advocates for patients, resolves billing concerns, supports Medicare enrollment education, and serves as a trusted internal insurance resource for providers and staff.

The PRA reports to the Associate Patient Relations Manager or Practice Manager.

Key Responsibilities

Insurance Navigation & Patient Advocacy

• Educate patients on Medicare plans, eligibility, benefits, and coverage options

• Assist patients in understanding and maximizing their insurance benefits

• Help patients resolve medical billing issues both within and outside Oak Street Health

• Guide patients in applying for public benefits (e.g., Medicaid/Public Aid, Extra Help for prescriptions)

• Serve as an internal clinic resource for insurance-related questions

Patient Engagement & Retention

• Manage welcome visits and orientation for new patients

• Build trust with patients to provide accurate and personalized insurance guidance

• Support Medicare Open Enrollment education initiatives

• Foster patient engagement through events, tours, and community outreach

Operational Support

• Support scheduling and billing operations as needed

• Utilize CRM systems and documentation tools

• Provide high-level customer service and problem resolution

• Collaborate with care and outreach teams

Required Qualifications

• Strong computer skills (Gmail, Microsoft Office, Google Workspace, Excel, CRM systems)

• U.S. work authorization

• Excellent communication and interpersonal skills

• Customer service experience

Preferred Qualifications

• Experience helping patients understand insurance coverage

• Knowledge of Medicare and Managed Care programs

• Bachelor’s degree or equivalent experience

• CRM system experience

• Sales or enrollment background

• Experience working with older adult populations

• Multilingual abilities (Spanish, Polish, Russian, or other languages based on community demographics)

Core Competencies

• Insurance literacy and benefits interpretation

• Patient advocacy and conflict resolution

• Strong communication and relationship-building skills

• Organizational and documentation accuracy

• Problem-solving orientation

• Positive, flexible, and service-driven attitude

Compensation

Hourly Pay Range: $21.10 – $40.90 per hour

Actual compensation is determined by experience, education, geographic location, and internal equity. This position may also be eligible for bonuses, commissions, or short-term incentive programs.

Benefits Overview

Oak Street Health offers a comprehensive benefits package including:

• Medical, dental, and vision insurance

• 401(k) with company match

• Paid time off and sick leave

• Employee stock purchase plan

• Tuition assistance and leadership development programs

• Wellness initiatives and confidential counseling

• Flexible work options (where applicable)

Equal Opportunity Statement

Oak Street Health and CVS Health are equal opportunity employers committed to fostering a diverse and inclusive workplace. Qualified applicants with arrest or conviction records will be considered in accordance with federal, state, and local laws.