Remote Call Center - Customer Service Advocate

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.

Title: Contact Center Service Advocate I

Location: Remote

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. 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.
Collaboration: Work closely with medical staff and other departments to ensure smooth scheduling operations.
Other duties or special projects as assigned.

Remote office setting with a focus on phone-based interactions.
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: 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

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
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: Quality Metrics
Schedule Adherence (adhering to your assigned work schedule set by Workforce Management based on business needs [shift arrival and departure times, and assigned lunch/break times])

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.

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
Outstanding phone demeanor and etiquette
Proficient PC skills, including basic Microsoft Excel skills
Spanish, Mandarin, Cantonese, or Polish speakers preferred
Full time

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. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

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, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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