Outbound Contact Center Service Advocate

CVS Health

1d•Remote

About The Position

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

High School diploma or equivalent required
1 year of customer service experience
Proficient PC skills, including 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.