Call Center Service Advocate I - Remote

9025 CVS Shared Services Resources LLC; Chicago (IL); Remote; USD 48,905,000 - 97,854,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Oak Street Health is hiring for a Contact Center Service Advocate I. This remote role focuses on scheduling patient appointments, delivering exceptional patient experience, and handling inbound/outbound calls with attention to accuracy and service quality.

The position requires a High School diploma or equivalent, at least 1 year of customer service experience, and familiarity with EMR documentation. Bilingual skills (Spanish/Chinese/Polish) are a plus, with a flexible, patient-centered approach

Qualifications

• High School diploma or equivalent required.
• 1 year of customer service experience preferred.
• Experience with EMR documentation preferred.

Responsibilities

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

Skills

Customer service

Multitasking

Phone etiquette

Spanish language

Education

High School diploma or equivalent

Tools

Excel

EMR systems

Job description

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. Company: Oak Street Health Title: Contact Center Service Advocate I Location: Remote

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.

Working Conditions

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

Remote Work Requirements: 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 https://www.oakstreethealth.com/locations Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC 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

• 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 (targets are subject to change with 30-day advance notice) for all job skills: 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

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
• Anticipated Weekly Hours 40
• Time Type Full time
• Pay Range The typical pay range for this role is: $17.00 - $34.15 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.

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility

Additional details about available benefits are provided during the application process and on Benefits Moments.

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.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.