Contact Center Advocate II - Hybrid

About the role

Performs all duties of a Contact Center Advocate I on a broader scale, handling multi-channel contacts for all HFHS services across multiple locations. Acts as the welcoming front door for callers and customers, instilling loyalty, anticipating needs, and providing efficient, effective customer relationship management.

Interacts with physicians, administrators, patients, and all other stakeholders.

Responsibilities

• Maintain the established Quality Assurance & Workforce Adherence goals
• Communicate effectively, both verbally and in writing
• Display strong listening skills
• Demonstrate the ability to make sound decisions

Requirements

• High school diploma or G.E.D. equivalent required
• Two (2) years of customer service experience
• Six (6) months experience as a Contact Center Advocate I or one year outpatient clinic setting utilizing HFHS applications
• Proficiency with Epic
• Strong computer skills and working knowledge of Microsoft Office products
• Scheduling experience required
• Associate's degree in business or related field preferred
• Previous HFHS clinical/customer service experience helpful

Physical Demands / Working Conditions

• Work in a health care Contact Center environment
• May experience mental/visual strain due to job requirements
• May sit for extended periods of time
• Must be physically able to ambulate within the NCO Contact Center and parking structure
• Work in a complex environment with frequent changes

Location: 6777 W Maple Road, West Bloomfield, MI 48322

Organization: Henry Ford West Bloomfield Hospital, Department: HFWB Radiology Scheduling