Call Center Service Advocate I

CC Service Advocate

The CC 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 include :

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.

Career development opportunities include progression from CC Service Advocate I to CC Service Advocate II, which requires a minimum tenure of 6 months, strong problem-solving abilities, and a thorough understanding of customer needs. The progression path encourages advocates to widen their knowledge base, take on more responsibility, and demonstrate expertise.

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

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 : $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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include :

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.

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.