[Hiring] Outbound Contact Center Service Advocate @CVS Health

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.

Requirements

• Remote office setting with a focus on phone-based interactions.
• 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.
• 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.

Qualifications

• 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.

Benefits

• Comprehensive and competitive mix of pay and benefits.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.