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About the Role
The Contact Center (CC) Service Advocate plays a crucial role in managing comprehensive care and delivering an exceptional patient experience for all Oak Street Health patients by efficiently and accurately scheduling appointments.
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.
- Clearly and effectively communicate appointment details and necessary instructions to patients.
- Promptly address and resolve any scheduling conflicts or issues.
- Collaborate 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 patient interactions and transactions.
- Perform other duties or special projects as assigned.
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.
- 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.
- High level of conscientiousness, professionalism, and reliability required in a remote work environment.
- Minimum tenure of 6 months in the CC Service Advocate I role.
- Consistently demonstrate strong problem-solving abilities, effective communication, and a thorough understanding of customer needs.
- Demonstrate 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: Average Handle Time, Unavailable time, Quality Metrics, Schedule Adherence.
- Demonstrate proven reliability and satisfactory attendance.
- US work authorization.
Skills
- Customer service
- Call center environment
- Scheduling
- Data entry
- Communication
- Problem resolution
- Collaboration
- Documentation
- PC proficiency
- Google Suite
- Microsoft Excel
- Phone demeanor and etiquette
- Multitasking
- Prioritization
- Time management
Location
- Remote
- Downers Grove, IL
- Chicago, IL
- Charlotte, NC
Work Type
- Remote
- Full time
- 40 hours per week
Experience Level
- 1 year of customer service experience
- Call center environment experience preferred
Education Level
- High School diploma or equivalent required
- Some undergraduate education preferred
Salary/Compensations
- $17.00 - $34.15 per hour
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
About the Company
- CVS Health is building a world of health around every individual, shaping a more connected, convenient, and compassionate health experience.
- At CVS Health, colleagues are passionate, innovative, accountable, and prioritize safety and quality.
- Oak Street Health is committed to simplifying healthcare one person, one family, and one community at a time.
Equal Opportunity
- Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.