Call Center Service Advocate I

Company: Oak Street Health 

Title: CC Service Advocate

Location: Downers Grove or Charlotte Contact Center; 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
• https://www.oakstreethealth.com/locations 
• 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 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
• 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

Why Oak Street Health?

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
• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter

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

What Does Being “Oaky” Look Like?

Why Oak Street Health?

Oak Street Health Benefits

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