Title: Customer Service Advocate Tier 1

Location: Chicagoland area, Downers Grove or Charlotte Contact Center preferred; Close to an existing Oak Street Health center acceptable (Remote with Onsite Access as needed for additional training or technical support)

Role Summary: The CCService Advocate helps us meet the goal of successfully managing comprehensive care and providing an unmatched patient experience for all Oak Street Health patients. The Customer Service Advocate Tier 1 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: Other duties or special projects as assigned.

Qualifications:

Education: High school diploma or equivalent required, some undergraduate education preferred

Experience: A minimum of 1 year previous experience in customer service or a call center environment preferred.

Skills:

Excellent communication and interpersonal skills.

Strong organizational and multitasking abilities.

Proficiency in using scheduling software and computer systems.

Ability to handle high call volumes and work in a fast-paced environment.

Attention to detail and accuracy in data entry.

Key Metrics/Goals:

Demonstrates the ability to learn new skills and achieves light green on the following scorecard metrics: 

Average Handle Time 

After Call Work 

Unavailable Time 

The progression from Tier 1 to Tier 2 to Tier 3 in the contact center is a structured path that requires advocates to deepen their knowledge, take on more responsibility, and demonstrate expertise. Each tier builds upon the skills learned in the previous one, with the ultimate goal of enabling advocates to provide superior support and contribute to the overall success of the contact center.

Key Competencies:

Empathy: Demonstrate understanding and compassion towards patients’ needs and concerns.

Problem-Solving: Ability to think critically and resolve scheduling issues efficiently.

Teamwork: Collaborate effectively with colleagues and other departments.

Adaptability: Flexibility to handle changing schedules and patient demands.

Working Conditions:

This role is primarily remote, offering flexibility to work from home. However candidates preferably should be located within a reasonable commuting distance to one of our Oak Street Health OSH offices with the ability to travel to that office with a personal vehicle, public transportation, or other mode of transportation. 

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

Hours: Full-time position

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.

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