If you’re good on the phone and you actually like helping people, this is a solid remote lane with a real growth path. You’ll be the voice that gets patients scheduled smoothly, keeps things organized, and makes older adults feel cared for, not rushed.
About CVS Health (Oak Street Health)
CVS Health is one of the nation’s largest health solutions companies, and Oak Street Health focuses on delivering a better patient experience for older adults. This contact center role supports patient access by scheduling appointments accurately and keeping communication clear, kind, and efficient.
Schedule
- Full-time, 40 hours per week
- Remote contact center is open 24/7
- Schedules vary based on business needs
- Some schedules may include one weekend shift
- Classroom-style remote training required
- On-site support may be required at times for employees within 50 miles of a physical Oak Street Health location
What You’ll Do
- Schedule, reschedule, and cancel patient appointments through inbound and outbound calls
- Provide professional, courteous support and answer patient questions and concerns
- Enter patient information and appointment details accurately in the scheduling system
- Communicate appointment instructions clearly so patients know what to expect
- Resolve scheduling conflicts and issues quickly
- Collaborate with medical staff and internal departments to keep scheduling running smoothly
- Conduct follow-up calls for confirmations and reminders
- Document interactions and transactions accurately
- Support other duties and special projects as assigned
What You Need
- High school diploma or equivalent required
- Some undergraduate education preferred
- 1+ year of customer service experience (call center experience preferred)
- Friendly, patient-focused demeanor, especially with older adults
- Strong multitasking, prioritization, and time management skills
- Strong phone etiquette and professional presence
- High integrity and reliability
- Proficient PC skills, including:
- Computer literacy
- Basic Google Suite skills
- Basic Microsoft Excel skills
- Ability to navigate multiple systems
- Prior remote work experience
- EMR documentation experience preferred
- Language skills preferred (not required):
- Spanish
- Mandarin
- Cantonese
- Polish
- U.S. work authorization
- Remote work setup requirements:
- High-speed internet
- Ability to hardwire equipment to router/modem
- Distraction-free private workspace
- Reliable dependent care during working hours
- Ability to provide transportation if on-site support is needed for employees within 50 miles of an Oak Street Health center
Benefits
- Pay range: $17.00–$34.15/hour (actual offer depends on experience, education, and geography)
- Affordable medical plan options
- 401(k) with matching company contributions
- Employee stock purchase plan
- No-cost wellness programs and support, including:
- Wellness screenings
- Tobacco cessation
- Weight management
- Confidential counseling
- Financial coaching
- Paid time off
- Flexible work schedules (where eligible)
- Family leave and dependent care resources
- Tuition assistance (where eligible)
- Additional benefits may apply depending on eligibility
Career Growth Path
- Promotion path from Service Advocate I to Service Advocate II includes:
- Minimum 6 months in role
- Strong problem-solving, communication, and customer understanding
- Consistent desire to learn and grow
- “Exceptional” performance metrics for at least 3 consecutive months, including:
- Average handle time
- Unavailable time
- Quality metrics
- Schedule adherence
- Proven reliability and satisfactory attendance
- Structured progression: Level I → Level II → Level III with increasing responsibility and rewards
This is one of those roles where being steady, organized, and genuinely kind is the cheat code. If you can stay warm while staying efficient, you’ll do well here.
Happy Hunting,
~Two Chicks…