Job Details

Contact Center Service Advocate I

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At Oak Street Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselvesaccountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

The Contact Center Service Advocate helps us meet the goal of successfully managing comprehensive care and providing an unmatched patient experience for all Oak Street Health patients. The Contact Center Service Advocate is responsible for providing exceptional customer service by scheduling patient appointments efficiently and accurately. This role involves handling inbound and outbound calls, managing appointment schedules, and ensuring an unmatched patient experience.

Core responsibilities include:

• Appointment Scheduling: Handle inbound and outbound calls to schedule, reschedule, and cancel patient appointments.
• Customer Interaction: Provide courteous and professional service to patients, addressing their inquiries and concerns.
• Data Entry: Accurately enter patient information and appointment details into the scheduling system.
• Communication: Communicate appointment details and any necessary instructions to patients clearly and effectively.
• Problem Resolution: Address and resolve any scheduling conflicts or issues promptly.
• Collaboration: Work closely with medical staff and other departments to ensure smooth scheduling operations.
• Follow-Up: Conduct follow-up calls to confirm appointments and provide reminders to patients.
• Documentation: Maintain accurate records of all interactions and transactions with patients.

Working conditions include:

• Environment: Remote office setting with a focus on phone-based interactions.
• Hours: Assigned schedules of 40 hours per week; schedule assignments vary based on business needs. The Service Excellence Contact Center is open 24/7; some schedules may include one weekend shift.

Remote work requirements include:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Career development opportunities include:

• A minimum tenure of 6 months in the CC Service Advocate I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Meet "Exceptional" performance metrics for a minimum of 3 consecutive months for all job skills

What we are looking for:

• High School diploma or equivalent required, some undergraduate education preferred
• 1 year of customer service experience, call center environment experience preferred
• A flexible and positive attitude
• A friendly and nurturing attitude toward our patient population of older adults
• Experience with EMR (Electronic Medical Record) documentation preferred
• Ability to multitask, prioritize, and manage time effectively
• Outstanding phone demeanor and etiquette
• High level of integrity
• Proficient PC skills, including basic Microsoft Excel skills
• Spanish, Mandarin, Cantonese, or Polish speakers preferred
• US work authorization

Anticipated weekly hours: 40

Time type: Full time

Pay range: $17.00 - $34.15

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

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran committed to diversity in the workplace.