CCService Advocate I

Company: Oak Street Health

Title: CCService Advocate

Location: Downers Grove or Charlotte Contact Center; Remote

Role Description:

The CCService Advocate helps us meet the goal of successfully managing comprehensive care and providing an unmatched patient experience for all Oak St Health patients. The role manages inbound and outbound calls by scheduling appointments, resolving patient issues, collaborating with other teams to solve patient issues, and communicating patient needs and requests to the care teams in the clinics.

Core Responsibilities:

• Receive inbound calls from clinics and patients

• Update patient information and manage information in electronic medical records system

• Schedule appointments for patients with their Oak St Health provider

• Perform service recovery, address patient concerns, and de-escalate callers, when needed

• Work closely with care team members to provide the highest level of customer service and act as an extension of the clinics

• Partner with colleagues to reach and maintain contact center target metrics to ensure delivery of an unmatched patient experience

• Meet quality and performance standards

• Other duties as assigned. 

What are we looking for?

• High School diploma or equivalent required, some undergraduate education preferred

• 1 year 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 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

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