At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Company: Oak Street HealthTitle: Senior Manager of Clinical Contact OperationsLocation: Downers GroveRole DescriptionOak Street Health clinical contact center is an extension of our centers both during and after business hours, operating 24/7, 365 days a year to meet the needs of all Oak Street Health patients.The Triage Nurses (RNs) and Pharmacy Technicians are an important part of Oak Street Health’s success. High levels of flexibility, attention to detail, and problem solving are required to be successful. This position will be responsible for the day-to-day and oversight of both teams and long-term strategic growth of these departments. For the nurses, they are expected to create standardized telephone triage protocols, provide accurate documentation in the EMR, support Triage Nurse decision making, and generally coordinate all clinical and auxiliary services needed to provide a high quality health care experience from Oak Street Health. Pharmacy technicians, they handle medication refills requests from patients calling in to our contact center in a timely fashion to ensure all patients are getting their medications when they need it. This team member is also expected to spend approximately 50% of their time leading the supervisors of the teams and the rest of their time will be involved in strategic initiatives centered around continuous improvement of these roles.Core Responsibilities:● Supervise nurses and oversee execution of daily clinical workflows, including clinical staff scheduling and work assignments.● Supervise pharmacy technicians and oversee execution of daily workflows, including staff scheduling and work assignments.● Manage both groups towards exceeding SLAs, including but not limited to: answer rate, first call resolution, patient experience, and clinical outcomes such as ED Diversion and following the Oak Street Health clinical model.● Collaborate with Leadership on operational initiatives, performance management of clinical staff, providing feedback, coaching, and mentoring.● Audit team’s documentation and review clinical decision making to ensure excellent delivery of patient care and lead the Quality Assurance and Training functions of these roles.● Provide staff education, in coordination with provider teams, to ensure proper roll-out of new clinical policies, procedures and best-practice literature. Provide training education, particularly around chronic conditions and required clinical outcomes from CMS.● Oversee maintenance of certifications and licensure, including continuing education requirements.● Launch and Manage core functional updates for Nurse Triage software and internal technology upgrades● Provide oversight as both teams continue to grow and use data to support oversight such as looking into overall staffing needs for managers and contact center staff.● Create strategic partnerships with leaders and vendors inside and outside of Oak Street Health and focus on new data, technology, and vendor relationships that continue to push the team towards being a world-class clinical contact center.● Provide an exceptional patient experience through service, responsiveness and care, including addressing customer complaints● Other duties as assigned.Senior Manager of Clinical Contact Operations reports to the Senior Director of Service Operations.What we’re looking forWe’re looking for motivated Senior Manager of Clinical Contact Operations with:● A minimum of 3 years of supervisory experience● An active compact RN license in your state of residence required● Bachelor’s degree required● Acquiring and maintaining licensure in all states in which Oak Street Health has centers● CPR Certification required● EMR experience● Minimum of 5 years of healthcare experience working as an nurse, preferably in a primary care office, other outpatient setting, or contact center● 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 determinedWhy 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● Opportunities for leadership development and continuing education stipends● New centers and flexible work environments● Opportunities for high levels of responsibility and rapid advancementOak 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-healthAnticipated Weekly Hours 40Time Type Full timePay RangeThe typical pay range for this role is:$90,382.00 - $194,670.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.For more information, visitWe anticipate the application window for this opening will close on: 09/30/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
