Contact Center Advocate II - Radiology Scheduling

Henry Ford Health • Detroit, MI

8d • Onsite

About The Position

The Contact Center Advocate II serves as a key point of contact for physicians, administrators, patients, and stakeholders across Henry Ford Health services. The role handles multi-channel contacts and provides efficient, effective customer relationship management, anticipating needs and fostering loyalty. It builds on the skills of a Contact Center Advocate I and has a broader scope and impact. This position is in Radiology Scheduling at Henry Ford Hospital in Detroit, Michigan. The work is performed in a health care Contact Center environment, which may involve frequent changes and mental or visual strain. The role may require extended periods of sitting and the ability to walk within the NCO Contact Center and parking structure.

Requirements

• High school diploma or G.E.D. equivalent.
• Two years of customer service experience.
• Six months of experience as a Contact Center Advocate I, or one year in an outpatient clinic setting using HFHS applications.
• Proficiency with EPIC.
• Strong computer skills and working knowledge of Microsoft Office products.
• Ability to communicate effectively verbally and in writing, with strong listening skills.
• Demonstrated ability to make sound decisions.

Nice To Haves

• Associate's degree in business or a related field.
• Previous HFHS clinical or customer service experience.

Responsibilities

• Handle multi-channel contacts, including calls, emails, and other communication methods, across HFHS services.
• Act as a welcoming front door for callers and customers, anticipating needs and instilling loyalty.
• Provide efficient and effective customer relationship management to ensure a positive experience for stakeholders.
• Interact with physicians, administrators, patients, and other stakeholders to address inquiries and resolve issues.
• Maintain established Quality Assurance and Workforce Adherence goals.

Benefits

• Opportunities for learning and development.
• Career growth opportunities.
• Collaboration with dedicated professionals and the opportunity to contribute to mission-driven work.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED