CCService Advocate I

As a CCService Advocate I at Oak Street Health, your main responsibilities will include managing inbound calls from patients and clinics, updating patient information in the electronic medical records system, scheduling appointments, and addressing patient concerns. You'll also collaborate with care teams to ensure that patient needs are met efficiently and effectively, creating a seamless experience for our patients.

To be considered for the CCService Advocate I role at Oak Street Health, you must have a high school diploma or equivalent, with some undergraduate education preferred. A year of customer service experience in a call center environment is advantageous. Familiarity with electronic medical records is also preferred, along with proficient PC skills and a friendly demeanor, especially toward our older adult patients.

The CCService Advocate I role is pivotal in patient care at Oak Street Health. By managing appointment scheduling and addressing patient inquiries, you help ensure that our patients receive timely access to medical services and support. This position allows you to be directly involved in enhancing the overall patient experience, making you an integral part of our mission to provide quality care to older adults.

A successful CCService Advocate I at Oak Street Health embodies qualities such as flexibility, a positive attitude, and strong communication skills. You should have an outstanding phone demeanor and be able to multitask while prioritizing patient needs. Being empathetic and understanding towards our older adult patients is essential to thriving in this role.

Yes, while it’s not mandatory, speaking Spanish or Polish is preferred for the CCService Advocate I position at Oak Street Health. This ability can enhance communication with our diverse patient demographic and helps us to better serve our community.

Oak Street Health provides a wide range of benefits to CCService Advocate I employees, including health, dental, and vision insurance, paid vacation, sick leave, and retirement 401K matching options. There are also opportunities for professional development, leadership training, and a flexible work environment which fosters both personal and career growth.

The work environment for a CCService Advocate I at Oak Street Health is supportive, collaborative, and mission-driven. As part of a remote team, you'll work closely with colleagues who share the same passion for patient care and a commitment to creating an unmatched experience for older adults. The culture values each team member's contributions and encourages ongoing communication and support.

When handling difficult customer interactions, it's important to remain calm and show empathy. Use active listening to understand their concerns, respond with a positive attitude, and assure them that you are there to help. Providing clear solutions and keeping the patient informed can often de-escalate the situation.

In your response, mention any previous experiences you've had using electronic medical records systems. Highlight how you’ve managed patient data with accuracy and confidentiality, and how this experience equips you to efficiently handle patient information at Oak Street Health.

Motivation can stem from a desire to make a positive impact on people's lives. Share your thoughts on the rewarding nature of healthcare, especially in working with older adults. Expressing a commitment to improving patient care can further demonstrate your passion for the role.

Discuss your strategies for effective time management, such as creating lists or utilizing time-blocking techniques. Mention how you assess which tasks are most urgent and respond accordingly, ensuring you meet both patient needs and performance standards.

Explain your understanding of the importance of teamwork in healthcare. Share examples of how you've effectively collaborated with colleagues in previous roles, stressing communication, shared goals, and supporting one another to achieve the best patient outcomes.

Emphasize the critical nature of attention to detail when scheduling and managing patient data. Mention your methods for double-checking information and confirmations, along with clear communication with patients to avoid any misunderstandings.

In periods of high call volume, staying organized is key. Discuss techniques like using templated responses for common queries, as well as your ability to remain calm under pressure and ensure that each patient feels valued, regardless of the call count.

Share your communication style, which should include being friendly, warm, and understanding. Highlight the importance of actively listening to patient concerns and making patients feel comfortable and cared for during your conversations.

In your response, connect your values with Oak Street Health's mission. Stress your admiration for their commitment to older adult care and share how their values resonate with your personal and professional aspirations in healthcare.

Offer a specific example that showcases your problem-solving skills, patience, and commitment to excellent service. Highlight the steps you took to resolve the issue and the positive outcome for the patient, illustrating your capability in handling challenging situations.