Senior Patient Relations Manager

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.

Role Description:
The Senior Patient Relations Managers (Sr PRMs) are an integral part of our leadership team. They are the insurance experts who support and coach our PRMs at each clinic. They advocate for our patients by helping them navigate through insurance options and bills. This team is also a resource to the care team and outreach team for questions regarding Medicare and eligibility. They are key players during Open Enrollment ensuring that our patients are informed of all their options surrounding Medicare. This position will support our team as we look to grow and retain Medicare patients in new markets. As Senior PRM, you will act as an expert on patient resource topics to others on the team and focus on patient retention. Success requires high levels of customer service and problem solving.
Core Responsibilities:
- Serve as a subject matter expert on the ins and outs of Medicare, insurance, and benefits; and supporting our staff so that they can support patients
- Leading patient retention efforts for a new market or center
- Participating in Outreach events focused on using conversations about resources as a way to introduce the organization (approx. 20-50% of time)
- Filling in for PRMs out of the office, and willing to and excited to work directly with patients and prospective patients
- Providing additional PRM support in busy locations as needed
- Providing coaching to PRMs on how to deal with objections and navigate complex patient interactions
- Ensuring that all PRMs in Partnerships locations understand and execute core PRM duties, such as:
- The ""Welcome"" and orientation process for new patients
- Assisting patients with Medicare / Medicaid / Managed Care questions and topic
- Serving as clinic expert on insurance topics
- Assist patients in navigating the healthcare system and helping patients resolve medical bills inside and outside of the organization
- Delivering an outstanding patient experience at every turn
- Assist patients with applying for public benefits, such as Public Aid, free phones, and Extra Help for prescription drugs
- Create and maintain community relationships, including the management of a ""Community Resources"" database to help meet the needs of our patients
- Support Operations Leader in growing and improving the operations of the region
- Other duties as assigned
What are we looking for?
-Bachelor's degree preferred/specialized training/relevant professional qualification
- 3-5 years of prior relevant experience
- A demonstrated track record of high performance in a Patients Relations Manager role, or an analogous role supporting Medicare growth or patient navigation
- A demonstrated track record of meeting or exceeding targets in a sales, outreach, customer retention, or growth role, with strong preference to those that have worked in Medicare outreach
- Experience working with our patient population of older adults preferred.
- Experience helping patients navigate the health care system, especially related to Medicare and Managed Care
- Fluency in Spanish preferred, not required
- Proficiency with Word, Excel, and Powerpoint.
- Ability to learn different CRM platforms.
- Must be willing to float across locations and have access to reliable transportation

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

This 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 people

We 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, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 12/31/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.