Contact Center Advocate II

Henry Ford Health • Grand Blanc, MI

4d

About The Position

Under minimal supervision, the Contact Center Advocate II performs the duties of a Contact Center Advocate I on a broader scale in a busy call center. The role supports all Henry Ford Health System services and may cover multiple locations rather than a specified practice group. The Advocate handles multi-channel contacts and interacts with physicians, administrators, patients, and other stakeholders. As a welcoming first point of contact, the Advocate anticipates callers’ and customers’ needs, builds loyalty, and provides efficient, effective customer relationship management.

Requirements

• High school diploma or GED 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, both verbally and in writing.
• Strong listening skills.
• Ability to make sound decisions.

Nice To Haves

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

Responsibilities

• Perform all duties of a Contact Center Advocate I on a broader scale in a busy call center.
• Support all HFHS services and multiple locations, rather than being limited to a specified practice group.
• Handle multi-channel contacts and interact with physicians, administrators, patients, and other stakeholders.
• Serve as a welcoming first point of contact for callers and customers, anticipating needs and providing efficient, effective customer relationship management.
• Maintain established Quality Assurance and Workforce Adherence goals.

Benefits

• Opportunities for continuous learning and development in a supportive environment.

What This Job Offers

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