Call Center Service Advocate I - Remote

CVS Health

1d•Remote

About The Position

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. 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.

Requirements

Proficient PC skills
Computer literacy
Basic Google Suite skills
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
High School diploma or equivalent required
1 year of customer service experience
A flexible and positive attitude
A friendly and nurturing attitude toward our patient population of older adults
Ability to multitask, prioritize, and manage time effectively
Outstanding phone demeanor and etiquette
High level of integrity
Basic Microsoft Excel skills
US work authorization

Nice To Haves

Some undergraduate education preferred
Call center environment experience preferred
Experience with EMR (Electronic Medical Record) documentation preferred
Spanish, Mandarin, Cantonese, or Polish speakers preferred

Responsibilities

Handle inbound and outbound calls to schedule, reschedule, and cancel patient appointments.
Provide courteous and professional service to patients, addressing their inquiries and concerns.
Accurately enter patient information and appointment details into the scheduling system.
Communicate appointment details and any necessary instructions to patients clearly and effectively.
Address and resolve any scheduling conflicts or issues promptly.
Work closely with medical staff and other departments to ensure smooth scheduling operations.
Conduct follow-up calls to confirm appointments and provide reminders to patients.
Maintain accurate records of all interactions and transactions with patients.
Other duties or special projects as assigned.