C3_Specialist_Bilingual Cantonese and/or Mandarin
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.
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
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