Call Center Service Advocate I - Remote

Oak Street Health (promoted via CVS Health on Lensa) is hiring a Contact Center Service Advocate I to support patients by delivering an unmatched scheduling and customer service experience. This remote role focuses on handling inbound/outbound calls and coordinating patient appointments to help manage comprehensive care.

• Handle inbound and outbound calls to schedule, reschedule, and cancel patient appointments.
• Provide courteous, professional support by answering patient questions and addressing concerns.
• Accurately enter patient and appointment information into the scheduling system.
• Clearly communicate appointment details and any required instructions to patients.
• Resolve scheduling conflicts and related issues promptly.
• Collaborate with medical staff and other departments to ensure smooth scheduling operations.
• Conduct follow-up calls to confirm appointments and provide reminders.
• Maintain accurate documentation/records of interactions and transactions.
• Complete other duties or special projects as assigned.

• High school diploma or equivalent (some undergraduate education preferred).
• 1+ year of customer service experience (call center experience preferred).
• Proficient PC skills; computer literacy; basic Google Suite skills; basic Microsoft Excel skills.
• Prior remote work experience.
• Ability to multitask, prioritize, and manage time effectively.
• Outstanding phone demeanor and etiquette.
• Strong problem-solving, communication, professionalism, reliability, and integrity.
• Experience with EMR (Electronic Medical Record) documentation preferred.
• Distraction-free private workspace and reliable dependent care during working hours.
• Ability to obtain high-speed internet and hardwire equipment to router/modem.
• US work authorization.
• Spanish, Mandarin, Cantonese, or Polish language skills preferred.

• Location: Remote.
• Full-time; 40 hours per week; assigned schedules vary by business needs.
• Contact center operates 24/7; some schedules may include one weekend shift.
• Remote training: participation in classroom-style remote training sessions required.
• May require own transportation for instances where on-site support is required for employees within 50 miles of a physical Oak Street Health location.
• Benefits may include medical plan options, 401(k) with matching contributions, employee stock purchase plan, wellness programs, counseling/financial coaching, paid time off, flexible schedules, family leave, dependent care resources, colleague assistance programs, and tuition assistance (eligibility-based).