Contact Center Advocate II
About The Position
Join our dynamic Contact Center team at One Ford Place, the corporate headquarters of Henry Ford Health in Detroit's vibrant New Center area. Our team serves as the welcoming front door for all callers and customers across HFHS services, providing exceptional customer relationship management. Located steps from Amtrak, the QLINE, and the Fisher Buildings, our corporate roles blend downtown energy with convenience. Be part of a team that instills loyalty, anticipates needs, and supports the broader Henry Ford Health mission in a walkable, artsy, and dedicated behavioral health-focused environment. As a Contact Center Advocate II, you will be the first point of contact for a diverse range of callers, including patients, physicians, and administrators. Your role is critical in providing efficient, effective, and welcoming customer service across all HFHS services, ensuring a positive experience for every interaction. You¿ll handle multi-channel contacts, anticipate needs, and build loyalty while managing relationships with all stakeholders.
Requirements
- High school diploma or G.E.D. equivalent.
- Two (2) years of customer service experience.
- Six (6) months experience as a Contact Center Advocate I or one year in an outpatient clinic setting utilizing HFHS applications.
- Proficiency with EPIC.
- Strong computer skills and working knowledge of Microsoft Office products.
- Ability to communicate effectively, both verbally and in writing, with strong listening skills.
- Demonstrated ability to make sound decisions.
Nice To Haves
- Associate's degree in business or related field.
- Previous HFHS clinical/customer service experience.
Responsibilities
- Handle multi-channel contacts, including calls, emails, and messages, across all HFHS services.
- Interact with physicians, administrators, patients, and stakeholders to provide exceptional customer service.
- Act as a welcoming front door, instilling loyalty and anticipating customer needs.
- Provide efficient and effective customer relationship management.
- Utilize EPIC and other HFHS applications to support outpatient clinic operations.
- Maintain Quality Assurance and Workforce Adherence goals.
Benefits
- foster career growth through collaborative, mission-driven work
- continuous learning opportunities
- supportive environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
