Contact Center Agent

We’re building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Company: Oak Street Health Title: Contact Center Service Advocate I Location: Remote 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 ( Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC 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 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: Average Handle Time; Unavailable time; Quality Metrics; Schedule Adherence 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 Pay Range The typical pay range for this role is: $17.00 - $25.65. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Benefits We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include: Medical coverage Dental coverage Vision coverage Paid time off Retirement savings options Wellness programs Other resources Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 08/22/2026. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. #J-18808-Ljbffr