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
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