Call Center Service Advocate I – Remote

Company: Oak Street Health (A CVS Health Company)
Job ID: R0824294
Category: Customer Care
Work Type: Fully Remote
Schedule: Full-Time (40 Hours per Week; 24/7 Contact Center Coverage)

O*NET Occupation Code: 43-4051.00 – Customer Service Representatives
(O*NET Summary: Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.)

About Oak Street Health

Oak Street Health is transforming primary care for older adults on Medicare through a value-based, patient-centered care model. As part of CVS Health®, we focus on delivering compassionate, coordinated care and an unmatched patient experience.

We are seeking a Contact Center Service Advocate I to join our Service Excellence Contact Center team.

Position Overview

The Contact Center Service Advocate I (CCSA I) plays a critical role in supporting comprehensive patient care by delivering exceptional customer service and managing appointment scheduling.

This position is responsible for handling inbound and outbound calls, resolving scheduling concerns, maintaining accurate records, and ensuring a seamless patient experience.

This is a remote position with structured scheduling and performance expectations.

Key Responsibilities

Appointment & Scheduling Management

• Schedule, reschedule, and cancel patient appointments

• Manage inbound and outbound calls efficiently

• Address scheduling conflicts and resolve issues promptly

• Conduct follow-up calls and appointment reminders

Customer Service & Communication

• Provide professional, courteous assistance to patients

• Clearly communicate appointment details and instructions

• Address patient inquiries and concerns effectively

• Maintain a friendly and nurturing tone, particularly for older adult populations

Documentation & Data Management

• Accurately enter patient data into scheduling systems

• Maintain documentation of all patient interactions

• Support EMR documentation processes

Collaboration & Support

• Coordinate with medical staff and other departments

• Participate in remote training sessions

• Complete special projects as assigned

Working Conditions

• Remote, phone-based work environment

• Assigned 40-hour schedules (24/7 contact center; some schedules may include weekend shifts)

• Predictable shift assignments based on business needs

Remote Work Requirements

• Proficient PC skills and ability to navigate multiple systems

• Prior remote work experience preferred

• High-speed internet with hardwired connection capability

• Private, distraction-free home workspace

• Reliable dependent care during working hours

• Ability to travel on-site if located within 50 miles of an Oak Street Health location (if required)

• Participation in classroom-style remote training sessions

Career Advancement Path

Advocates may progress from Level I to Level II and III roles based on:

• Minimum 6 months tenure

• Exceptional performance metrics for 3 consecutive months

• Strong problem-solving and communication skills

• Adherence to schedule and attendance standards

• Achievement in key metrics including:

  • Average Handle Time

  • Quality Metrics

  • Schedule Adherence

  • Unavailable Time

Structured advancement supports professional growth and expanded responsibilities.

Required Qualifications

• High School diploma or equivalent

• Minimum 1 year of customer service experience (call center preferred)

• Outstanding phone etiquette and professionalism

• Ability to multitask and manage time effectively

• Strong computer literacy (Microsoft Office, Google Suite, Excel)

• U.S. work authorization

Preferred Qualifications

• Experience in a healthcare or EMR environment

• Multilingual skills (Spanish, Mandarin, Cantonese, Polish preferred)

• Experience serving older adult populations

• Undergraduate coursework

Core Competencies

• High level of integrity

• Strong communication and listening skills

• Problem-solving orientation

• Reliability and schedule adherence

• Adaptability in remote work settings

Compensation

Hourly Pay Range: $17.00 – $34.15 per hour

Actual compensation depends on experience, education, geography, and internal equity.

Benefits Overview

Oak Street Health offers a comprehensive benefits package including:

• Medical, dental, and vision insurance

• 401(k) with company match

• Employee stock purchase plan

• Paid time off and flexible scheduling options

• Tuition assistance and career development

• Wellness programs and confidential counseling services

Equal Opportunity Statement

Oak Street Health and CVS Health are equal opportunity employers committed to fostering a diverse and inclusive workplace. Qualified applicants with arrest or conviction records will be considered in accordance with federal, state, and local laws.