Job Details

Contact Center Service Advocate I

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At Oak Street Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselvesaccountable 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.

The Contact Center (CC) Service Advocate helps us meet the goal of successfully managing comprehensivecare 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.

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

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

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 - $34.15

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

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. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran committed to diversity in the workplace.