CCService Advocate I

Oak Street Health – Remote

About the role

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable 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 I helps Oak Street Health meet the goal of successfully managing comprehensive care and providing an unmatched patient experience for all patients. The role involves handling inbound and outbound calls to schedule, reschedule, and cancel patient appointments, providing courteous and professional service, entering patient data accurately, communicating appointment details, resolving scheduling conflicts, collaborating with medical staff, conducting follow‑up calls, and maintaining accurate records.

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.
• Conduct follow‑up calls to confirm appointments and provide reminders to patients.
• Maintain accurate records of all interactions and transactions with patients.
• Perform other duties or special projects as assigned.

Requirements

• High school diploma or equivalent required; some undergraduate education preferred.
• 1 year of customer service experience; call center environment experience preferred.
• US work authorization.

Skills

• Friendly and nurturing attitude toward older adult patient population.
• Flexible and positive attitude.
• Ability to multitask, prioritize, and manage time effectively.
• Outstanding phone demeanor and etiquette.
• High level of integrity.
• Proficient PC skills, including basic Microsoft Excel and Google Suite.
• Experience with EMR (Electronic Medical Record) documentation