CCService Advocate I

About the role

The CC (Contact Center) Service Advocate helps Oak Street Health meet the goal of successfully managing comprehensive care and providing an unmatched patient experience for all patients.

Responsibilities

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

Requirements

• 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.

Qualifications

• US work authorization.

Skills

• Basic Google Suite skills.
• 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.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Roth IRA.
• Retirement savings options.
• Wellness programs.
• Other resources, based on eligibility.

Pay

The Typical Pay Range For This Role Is $17.00 - $25.65 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.