Contact Center Advocate II - Radiology Scheduling

Henry Ford Health • Bingham Farms, MI

15h

About The Position

Under minimal supervision, performs all duties of a Contact Center Advocate I on a broader scale in a busy call center. The role covers all HFHS services and is not limited to a specified practice group or location. Handles multichannel contacts and interacts with physicians, administrators, patients, and other stakeholders. Serves as a welcoming front door for callers and customers, fostering loyalty and anticipating needs while providing efficient and 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, verbally and in writing.
• Strong listening skills.
• Ability to make sound decisions.

Nice To Haves

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

Responsibilities

• Perform all duties of a Contact Center Advocate I on a broader scale.
• Handle multichannel contacts for HFHS services across practice groups and locations.
• Interact with physicians, administrators, patients, and other stakeholders.
• Welcome callers and customers, anticipate their needs, and provide efficient, effective customer relationship management.
• Maintain established Quality Assurance and Workforce Adherence goals.

What This Job Offers

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