Description
Company: Oak Street Health
Title: Bilingual CC Service Advocate (Fluent Mandarin+Cantonese Required)
Location: Downers Grove or Charlotte Contact Center; Remote
Compensation: $20 hourly with $3,600 in annual bonus potential
The base salary offered will range between $31,200 - $95,000 and will depend on a variety of factors, including, but not limited to, the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, other business and organizational needs, and if applicable, the location from which the applicant will be performing the job. The total compensation package for this position includes bonus and benefits such as health care, 401(k) plan, Employee Stock Purchase Plan (ESPP), life insurance, disability insurance, and more.
Role Description:
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.
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 duties or special projects as assigned.
Working Conditions:
Environment: Remote office setting with a focus on phone-based interactions.
Hours: Assigned schedules of 40 hours per week; schedule assignments vary based on business needs. The Service Excellence Contact Center is open 24/7; some schedules may include one weekend shift.
Remote Work Requirements:
Proficient PC skills, computer literacy, basic Google Suite skills, and 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
Career Development Opportunities:
The career path from CC Service Advocate I to CC Service Advocate II includes:
A minimum tenure of 6 months in the CC Service Advocate I role
Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
Demonstration of a strong desire to learn and grow in their role
Meet “Exceptional” performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
Demonstrate proven reliability and satisfactory attendance
The progression path from CC Service Advocate Level I, Level II, and Level III positions within the Service Excellence Contact Center is a structured path that encourages advocates to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level 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.
What are we looking for?
High School diploma or equivalent required, some undergraduate education preferred
1 year of 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, Mandarin, Cantonese, 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
Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.
