Contact Center Advocate II
About The Position
We're looking for a motivated and customer-focused Contact Center Advocate II to join our dynamic call center team in Detroit, United States. In this role, you'll work with minimal supervision to provide exceptional multi-channel support across our organization's services. You'll serve as a welcoming front door for all callers, delivering efficient and compassionate service while managing complex inquiries with professionalism and care. This position offers the opportunity to make a meaningful impact by connecting patients, families, providers, and internal teams with the support they need.
Requirements
- High school diploma or G.E.D. equivalent
- Two (2) years of customer service experience
- Six (6) months of experience as a Contact Center Advocate I or one year of experience in an outpatient clinic setting
- Excellent verbal and written communication skills with strong listening abilities
- Proficiency with computer systems and multi-channel communication tools
- Strong problem-solving and organizational skills with the ability to manage multiple priorities
- Ability to multitask effectively in a fast-paced, complex environment
- Proficiency with EPIC or similar healthcare management systems
- Working knowledge of Microsoft Office products
- Ability to work independently with minimal supervision while maintaining accountability
- Physical ability to work in a contact center environment, including extended periods of sitting and ambulating within the facility
Nice To Haves
- Associate's degree in business or a related field
- Previous experience in a healthcare call center or customer service environment
- Experience with healthcare organization systems and processes
- Demonstrated experience with patient scheduling and appointment management
- Previous experience with the organization or healthcare industry
- Certification in customer service or healthcare communication (if available)
- Bilingual capabilities to serve diverse patient populations
- Experience maintaining quality assurance and workforce adherence standards
Responsibilities
- Handle inbound and outbound contacts via phone, email, chat, and other communication channels with professionalism and empathy
- Provide accurate information and support for scheduling, referrals, and general inquiries across multiple service lines and locations
- Demonstrate strong listening skills and anticipate caller needs to deliver exceptional customer service and build loyalty
- Communicate effectively with patients, families, physicians, administrators, and internal team members in a collaborative manner
- Document all interactions thoroughly and follow up as needed to ensure complete resolution and customer satisfaction
- Manage multiple tasks simultaneously in a fast-paced environment while maintaining quality and accuracy
- Uphold established Standards of Service Excellence in every interaction, maintaining quality assurance and workforce adherence goals
- Make sound decisions independently when addressing complex or sensitive inquiries
- Demonstrate resilience and flexibility when navigating frequent changes and complex situations
- Support team initiatives and contribute to a positive, inclusive work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
