Call Center Service Advocate I

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 Schedule: This is a full-time position requiring 40-hours per week. The schedule consists of five 8-hour shifts that range from 8 AM to 9 PM CST, with a weekend shift required (either Saturday or Sunday). 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: Work-At-Home Colleagues are required to establish a designated virtual work location within the state and city where they currently live. Some equipment for the designated virtual work location, such as a laptop or other computer equipment, will be supplied by the Company. Equipment supplied by the Company is to be used primarily for business purposes Work should be conducted in a specific area of the Colleague's current home (or other approved location) that is secure from the general public, and that allows appropriate maintenance of confidentiality as required by HIPAA and CVS Health guidelines. Colleagues of CVS Health have access to confidential and proprietary information, and such information must be held and maintained in the strictest confidence regardless of where the Colleague is working. The colleague should have functioning phone and internet access that is sufficient to support work responsibilities. The work environment should: Be reasonably quiet and allow for uninterrupted work during work hours. Have a desk or table at which the Colleague can work. The height of a desk or table should be comfortable for writing and reading. Be safe and free from hazards. All equipment must be placed where it is adequately supported and there is no danger of it falling or being damaged. Electronic equipment should be connected to a properly grounded electrical outlet, and all wires should be kept out of walkways. Be in an area that allows the Colleague to attend video conferences with a business appropriate background visible. Nothing in the background of a Colleague's virtual work location that is shown on videoconference should be unprofessional or contain offensive or inappropriate slogans or images. Colleagues may use appropriate backgrounds provided with Company-issued systems. Comply with other reasonable requirements as set forth by the Colleague's supervisor or the Company, which may change from time to time. 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 success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling advocates to provide superior support and contribute to the overall success of the contact center. 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 - $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. For more information, visit https://jobs.cvshealth.com/us/en/benefits 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. Apply tot his job Apply To this Job