Call Center Service Advocate I

Hispanic Alliance for Career Enhancement; Raleigh (NC); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider is seeking a CC Service Advocate to deliver exceptional customer service in scheduling patient appointments. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a remote setting. The role requires a high school diploma and experience in a call center environment is preferred. Competitive salary and benefits included.

Benefits

Paid vacation

Health insurance

401K match options

Opportunities for leadership development

Qualifications

• 1 year of customer service or call center experience.
• Outstanding phone demeanor and etiquette.
• High level of integrity required.

Responsibilities

• Schedule and manage patient appointments.
• Provide courteous and professional service to patients.
• Accurately enter patient information into the system.

Skills

Customer service experience

Problem-solving abilities

Multitasking

Positive attitude

Proficient PC skills

Education

High School diploma or equivalent

Some undergraduate education preferred

Tools

Microsoft Excel

Electronic Medical Record (EMR)

Job description

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 Health

Title: CC Service Advocate

Location: Work-at-Home / Remote

Schedule: This is a full-time position requiring 40 hours per week. The schedule consists of five 8-hour shifts that range from 8 AM to 9 PM CST, with a weekend shift required (either Saturday or Sunday).

Working Conditions:

• Environment: Remote office setting with a focus on phone-based interactions
• Time Off: Colleagues are encouraged to be present for all shifts, especially during the training period (4-5 weeks). Leadership may deny any PTO requests made during the training period based on business needs.

• Remote Work Requirements:
  • Work-At-Home Colleagues are required to establish a designated virtual work location within the state and city where they have confirmed they currently live.
  • The colleague should have functioning phone and internet access that is sufficient to support work responsibilities.
    • ISP requirements include minimum internet speeds of 10MB upload/100 MB download ability available in your home, as well as the ability to hardwire your computer into your modem/router.
  • The work environment should be quiet, compliant with CVS Health and HIPAA guidelines, and allow for uninterrupted work during work hours. The remote work environment should have a desk or table at which the Colleague can work.
  • The company will provide equipment (keyboard, monitor, ethernet cord for hard-wiring, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet and safe workspace.

Role Description:

The CC (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 CC 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:

• 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.
• Other duties or special projects as assigned.

Career Development Opportunities:

The career path from CC Service Advocate I to CC Service Advocate II includes:

• 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 6 consecutive months (targets are subject to change with 30-day advance notice) for all relevant job skills, which could include:
  • Average Handle Time
  • Unavailable time
  • Quality Metrics
  • Schedule Adherence (adhering to your assigned work schedule set by Workforce Management based on business needs [shift arrival and departure times, and assigned lunch/break times])
• Demonstrate proven reliability and satisfactory attendance

The progression path from CC Service Advocate Level I, Level II, and Level III positions within the Service Excellence Contact Center is a structured path that encourages advocates to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling advocates to provide superior support and contribute to the overall success of the contact center.

What are we 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
• 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 determined

Why 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 advancement

Oak 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-health

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $17.00 - $31.30

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.

Great benefits for great people

• 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.