Call Center Service Advocate

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: Contact Center Service Advocate I

Location: Remote

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.

• 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.

• 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.

• 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
  • 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

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 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

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…