Call Center Service Advocate – Remote

Overview

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:

• 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

• Location information:
  Downers Grove, IL;
  Chicago, IL;
  Charlotte, NC

• 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:

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 proven…