C3_Specialist_Bilingual Cantonese and/or Mandarin

Call Center United States Oak Brook, Illinois Charlotte, North Carolina


Description

Company: Oak Street Health

Title: Service Advocate at C3 (Clinical Contact Center)_Bilingual Cantonese and/or  Mandarin 

Location:  Oakbrook, Illinois or  Charlotte, North Carolina, REMOTE

Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street’s care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients’ health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit  http://www.oakstreethealth.com.

Role Description:

The Service Advocate is a critical role at Oak St Health that helps our patients get the unmatched patient experience we promise. You will manage inbound and outbound calls from patients and help them by scheduling clinic visits, resolve patient issues, and communicate patient needs and requests to the care teams in the clinics. You treat them empathetically, resolve their issue on first contact and deliver a memorable experience on each and every interaction with patients.

Specific responsibilities include:

  • Receive inbound calls from patients and assist with their inquiries. You may also receive calls from other providers or caregivers of the patient

  • Schedule appointments for patients with their provider at Oak Street Health

  • Update patient information and manage information in our electronic medical records system

  • Manage patient referrals by obtaining authorizations and faxing requested information to specialists

  • Perform service recovery, address patient concerns, and de-escalate callers when needed

  • Empathizing with callers, understand they are patients who need help and offer solutions to help them out

  • Work closely with care team members to provide an unmatched service experience and act as an extension of the clinics

  • Achieve targets set on productivity, call quality, documentation quality and other metrics

This role reports into the Supervisor for the team.

What we’re looking for

We’re looking for motivated, patient focused individuals with:

  • Empathetic and compassionate attitude towards our patients and their caregivers

  • Deep desire to help the patients have a memorable experience

  • Demonstrated experience in customer service at service call centers. Ideal experience from care industries like healthcare, hospitality, travel etc. Clinical service experience will be a plus

  • Experience with  EMR (Electronic Medical Record) documentation preferred but not required

  • Outstanding phone demeanor and etiquette

  • High level of integrity

  • Proficiency in computer skills, including Microsoft applications, Telephony systems 

  • Bilingual in Spanish or Polish is preferred but not required

  • U.S. 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 scrappy

Why Oak Street?

Oak Street Health offers our coworkers advantages that can’t be found in other clinical workplaces, including:

  • The opportunity to be part of a hyper-growth company focused on changing the future of healthcare.

  • Opportunities for advancement to individuals who excel

  • Generous retirement options, paid vacation/sick time, as well as health, vision and dental benefits 

  • Supportive and fun culture

Why does Oak Street Health offer all of these benefits? Because we know what it takes to deliver the highest level of care, and our team deserves the best resources to succeed and enjoy their work. In return, we expect the best out of co-workers.

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers