Manager, Executive Resolutions

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Ensure that every patient communication channel operates with a workflow supported by Epic and Salesforce.

• Address intricate internal partnership challenges from stakeholders and high-priority service channels.

• Lead and oversee a central team that provides intake and triage support for Service Recovery case resolutions.

• Manage escalated patient cases and conduct outbound follow-up for service recovery initiatives.

• Guarantee the timely delivery of comprehensive resolutions and responses for all case outcomes.

• Coordinate the resolution of complex cross-functional situations involving operations, clinics, central teams, field teams, and patients.

• Develop a sustainable Resolutions program that supports clinical care teams.

• Establish training, patient-issue resolution, and coordination processes, assigning process owners as necessary.

• Supervise, motivate, coach, counsel, and acknowledge the Executive Resolutions team.

• Design, develop, analyze, and engage stakeholders regarding Service Recovery protocols and programs.

• Anticipate staffing needs for the central team and nurture existing talent.

• Collaborate with cross-functional partners to enhance customer experience solutions and processes.

• Maintain a high-quality work culture through guidance, performance feedback, coaching, and recognition.

• Serve as an escalation point for leadership concerning team performance issues.

• Provide guided or hands-on support that encourages decision-making and accountability.

• Communicate important changes regarding Service Recovery results and feedback from patients or stakeholders.

• Perform additional duties as assigned.

⛳️ Requirements

• A bachelor's degree is required.

• A master's degree is preferred.

• Must have US work authorization.

• Preferred operational knowledge and experience with Oak Street Health.

• Ability to multitask, prioritize tasks, and manage time effectively.

• Proficient communication skills.

• Strong organizational abilities.

• Excellent phone demeanor and etiquette.

• High level of integrity is essential.

• Proficiency in computers, including Google Docs and Sheets.

• Strong problem-solving and analytical skills.

• A desire to lead a team in delivering top-notch customer service.

• Flexible and positive attitude.

• A person who exemplifies being “Oaky.”

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• CVS Health bonus, commission, or short-term incentive program.