Navigator and Experience Specialist

Company: Oak Street Health

Title: Navigator & Experience Specialist

Role Description

An Oak Street Health Navigator & Experience Specialist engages new and existing Oak Street Health patients as a primary point of contact throughout their visit and is a champion of the Oaky Way culture. This role facilitates the experience of prospective patients at Oak Street Health through in-center events, introduces new patients to the Oak Street Health community, and ensures a positive first and lasting impression on our patients. 

This role is located in a new Oak Street Health Center format that has an Oak Street Health Center and a CVS pharmacy under one roof. 

The Oak Street Health Navigator & Experience Specialist will be responsible for planning and executing a daily event in the center’s community room, providing on-site support to patients to facilitate the flow of each visit (including connections with CVS pharmacists), and ensuring patients feel respected and supported throughout their visit. Key goals include engaging a strong number of attendees for each daily event (particularly the number of prospective patients attending), ensuring each patient picks up their CVS prescription before leaving the center, ensuring a seamless patient flow through the center, and helping improve the center’s overall experience (Net Promoter Score). 

The Oak Street Health Navigator & Experience Specialist will report to the Practice Manager or Clinic Operations Supervisor of the center.

Core Responsibilities:

• Plan and execute/lead daily events in the center’s community room, ranging from social events (e.g., Bingo) to fitness events (e.g., chair yoga) to educational events

• Serve as the community room and culture champion, keeping the space clean and welcoming (including any holiday decorations, posted flyers, etc.)

• Serve as the primary point of contact for patients upon arrival to the center, including welcoming them to the center, sitting/speaking with them while they are in the waiting room, and ensuring they have a positive experience throughout their visit

• Help facilitate flow and minimize patient wait times by collaborating with Oak Street and CVS teams

• Help guide patients between the Oak Street Health’s waiting room/center, connected CVS pharmacy, and transportation at the end of a visit, ensuring no patient with a CVS prescription leaves without it filled

• Help center teams troubleshoot and resolve any issues with a patient’s experience in the moment

• Help connect dots across Oak Street and CVS pharmacy teams as needed to enable a seamless patient experience

• Other duties, as assigned

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

• Outstanding interpersonal and customer/patient experience skills

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

• A high bar for service and role models appropriately

• The capacity to be quality/detail-oriented, organized, and punctual

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

• A self-starter motivated by working with teams to drive towards a collective goal

• Preferred, not required

  • Experience working with seniors (e.g., volunteering, social work, senior living centers)

  • Experience planning or leading events (e.g., leading fitness classes, planning corporate or community events)

  • Experience in healthcare settings

• Required

  • Moderate proficiency in learning and using computer software

  • A high school diploma or equivalent is required; some college experience 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 communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ 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