Contact Center Advocate II - Radiology - Scheduling - Days

About the role

Under minimal supervision, performs all duties of a Contact Center Advocate I on a broader scale, covering all HFHS services and multiple locations. Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders. Acts as the welcoming front door for all callers/customers, instilling loyalty, anticipating needs, and providing efficient, effective customer relationship management.

Responsibilities

• Maintain the established Quality Assurance & Workforce Adherence goals.
• Communicate effectively, both verbally and in writing.
• Display strong listening skills and 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 and strong computer skills, including working knowledge of Microsoft Office products.
• Previous HFHS clinical/customer service experience helpful.

An Associate's degree in business or related field preferred.

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.

Organization: Henry Ford Hospital - Detroit Main Campus, Department: Radiology - Scheduling. Shift: Day.