Contact Center Advocate II

Henry Ford Health • Detroit, MI

6d • Hybrid

About The Position

Under minimal supervision, performs all duties of a Contact Center Advocate I, in a busy call center, on a broader scale. Including all of HFHS services and not limited to a specified practice group and/or multiple locations. Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders. Act as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.

Requirements

• High school diploma or G.E.D. equivalent required.
• Two (2) years of customer service experience.
• Proficiency with EPIC.
• Strong computer skills and working knowledge of Microsoft Office products.
• Ability to communicate effectively, both verbal and written.
• Strong listening skills.
• Demonstrates the ability to make sound decisions.

Nice To Haves

• An Associate's degree in business or related field preferred.
• Previous HFHS clinical/customer service experience helpful.
• Six (6) months experience as a Contact Center Advocate I or one year outpatient clinic setting utilizing HFHS applications.

Responsibilities

• Performs all duties of a Contact Center Advocate I on a broader scale, including all HFHS services.
• Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders.
• Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs.
• Provides efficient, effective customer relationship management.
• Maintains established Quality Assurance & Workforce Adherence goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED