Call Center Service Advocate I - Remote

📋 Description

• • As a Contact Center Service Advocate I at Oak Street Health, you will be at the forefront of delivering an unmatched patient experience, playing a pivotal role in our mission to manage comprehensive care for every individual. This remote position is crucial for ensuring our patients receive exceptional service, primarily through efficient and accurate appointment scheduling.
• • Your day-to-day will involve a dynamic mix of inbound and outbound calls, where you will engage with patients to schedule, reschedule, and cancel appointments. This requires a high degree of professionalism, empathy, and a commitment to providing courteous and helpful interactions.
• • A key responsibility is the accurate and timely entry of patient information and appointment details into our scheduling system. Precision in data entry is paramount to maintaining seamless operations and ensuring patients have the correct information for their healthcare needs.
• • You will be responsible for clearly communicating appointment details, including any necessary pre-appointment instructions or preparation guidelines, to patients. Effective communication ensures patients are well-informed and prepared, contributing to a positive healthcare journey.
• • A significant aspect of the role involves proactive problem resolution. You will be expected to identify and address any scheduling conflicts or patient concerns promptly and efficiently, working to find satisfactory solutions that uphold our commitment to patient care.
• • Collaboration is essential. You will work closely with medical staff, clinic teams, and other departments to ensure that scheduling operations run smoothly and that patient needs are met without disruption.
• • To ensure continuity of care and minimize missed appointments, you will conduct follow-up calls to confirm appointments and provide timely reminders to patients, reinforcing our dedication to their health management.
• • Maintaining meticulous records of all patient interactions, transactions, and scheduling updates is a core duty. Accurate documentation is vital for operational efficiency, compliance, and future reference.
• • Beyond core scheduling duties, you may be assigned other special projects or tasks that contribute to the overall success and improvement of the contact center operations, offering opportunities for growth and broader impact.
• • This role operates within a remote office setting, emphasizing phone-based interactions. You will be expected to manage your work environment to ensure productivity and professionalism.
• • The position requires a commitment to a 40-hour work week, with assigned schedules that vary based on business needs. As the Service Excellence Contact Center operates 24/7, some schedules may include weekend shifts, demanding flexibility and adaptability.
• • For remote work, you must possess proficient PC skills, computer literacy, and basic Google Suite proficiency, along with the ability to navigate various software systems. Prior remote work experience is highly valued.
• • You will need to ensure you have reliable, high-speed internet access and the ability to hardwire your equipment to your router/modem for a stable connection.
• • A distraction-free and private remote work environment is mandatory, along with ensuring reliable dependent care during your working hours to maintain focus and productivity.
• • While primarily remote, there may be instances where on-site support is required for employees located within 50 miles of a physical Oak Street Health location, necessitating the ability to provide your own transportation for such events.
• • You must be able to participate effectively in classroom-style remote training sessions, demonstrating a commitment to continuous learning and development.
• • A high level of conscientiousness, professionalism, and reliability is expected, reflecting the trust placed in our remote workforce.
• • This role offers a clear career development path. Progression from CC Service Advocate I to CC Service Advocate II requires a minimum tenure of 6 months, consistent demonstration of strong problem-solving and communication skills, a thorough understanding of customer needs, a desire to learn, and meeting exceptional performance metrics for at least three consecutive months in areas like Average Handle Time, Unavailable Time, Quality Metrics, and Schedule Adherence.
• • The structured progression path through Advocate Levels I, II, and III encourages widening knowledge, taking on more responsibility, demonstrating expertise, and rewards proven success and dedication, ultimately enabling superior support and contribution to the contact center's overall success.