Bilingual Call Center Advocate - Fluent Mandarin and Cantonese - Remote Opportunity with Oak Street Health

Transforming Healthcare through Exceptional Patient Experience

At Oak Street Health, we're on a mission to revolutionize primary care for older adults. As a leading healthcare provider, we're committed to delivering high-quality, patient-centered care that's both compassionate and comprehensive. Our Contact Center team plays a vital role in achieving this goal, and we're now seeking a skilled and dedicated Bilingual Call Center Advocate to join our dynamic team. If you're fluent in Mandarin and Cantonese, and passionate about making a difference in the lives of others, we invite you to explore this exciting remote opportunity.

Job Overview

As a Bilingual Call Center Advocate at Oak Street Health, you'll be the frontline representative of our organization, providing exceptional customer service and ensuring an unmatched patient experience for our patients. This fully remote role offers the flexibility to work from anywhere, while making a meaningful impact on the lives of our patients. You'll be responsible for handling inbound and outbound calls, managing appointment schedules, and scheduling patient appointments efficiently and accurately.

Key Responsibilities

• Provide exceptional customer service to patients, families, and caregivers via phone, ensuring a positive and supportive experience.
• Handle inbound and outbound calls, responding to patient inquiries, concerns, and requests in a timely and professional manner.
• Manage appointment schedules, ensuring efficient and accurate scheduling of patient appointments.
• Utilize Electronic Medical Record (EMR) documentation to access patient information, update records, and maintain accurate documentation.
• Demonstrate a patient-centered approach, empathizing with patients' needs and concerns, and providing personalized support.
• Multitask, prioritize, and manage time effectively to meet productivity and quality standards.
• Maintain a high level of integrity, adhering to HIPAA guidelines and organizational policies.

Requirements and Qualifications

To succeed in this role, you'll need to possess a unique blend of skills, experience, and personal qualities. We're looking for individuals who are not only fluent in Mandarin and Cantonese but also have a passion for delivering exceptional customer service.

Essential Qualifications

• High School diploma or equivalent required; some undergraduate education preferred.
• 1 year of customer service experience, preferably in a call center environment.
• Fluent in Mandarin and Cantonese, with excellent communication and interpersonal skills.
• Proficient PC skills, including basic Microsoft Excel skills.
• US work authorization.
• A flexible and positive attitude, with a friendly and nurturing approach towards our patient population of older adults.

Preferred Qualifications

• Experience with EMR documentation.
• Previous experience working with older adults or in a healthcare setting.
• Knowledge of healthcare operations and patient care principles.

Skills and Competencies

To excel as a Bilingual Call Center Advocate, you'll need to possess a range of skills and competencies, including:

• Excellent communication and interpersonal skills, with the ability to effectively interact with patients, families, and caregivers.
• Strong customer service skills, with a patient-centered approach.
• Ability to multitask, prioritize, and manage time effectively.
• Proficient technical skills, including EMR documentation and Microsoft Excel.
• High level of integrity, with adherence to HIPAA guidelines and organizational policies.

Career Growth and Development

At Oak Street Health, we're committed to supporting the growth and development of our team members. As a Bilingual Call Center Advocate, you'll have opportunities to:

• Develop leadership skills through our leadership development programs.
• Enhance your skills and knowledge through continuing education stipends.
• Take on new challenges and responsibilities, with opportunities for rapid advancement.
• Work in a dynamic and flexible environment, with new centers opening and evolving work arrangements.

Work Environment and Culture

As a remote team member, you'll enjoy the flexibility to work from anywhere, while being part of a collaborative and supportive team. Our company culture is built on a foundation of:

• Patient-centered care: We're dedicated to delivering exceptional patient experiences and improving health outcomes.
• Teamwork and collaboration: We believe in working together to achieve our goals and support one another.
• Innovation and continuous improvement: We're committed to staying at the forefront of healthcare innovation and continually improving our services.

Compensation and Benefits

We offer a competitive salary and a comprehensive benefits package, including:

• Paid vacation, sick time, and investment/retirement 401K match options.
• Health insurance, vision, and dental benefits.
• Opportunities for leadership development and continuing education stipends.
• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter.

Join Our Team

If you're a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Bilingual Call Center Advocate at Oak Street Health, you'll be part of a dynamic team that's transforming healthcare for older adults. Apply now and join our mission to make a meaningful difference in the lives of our patients.