Contact Center Advocate II

Henry Ford Health Care; Grand Blanc (MI); On-site; USD 38,000 - 52,000; Full time

Job summary

Henry Ford Health in Grand Blanc, MI is seeking a Contact Center Advocate II to serve as the first point of contact for patients and visitors in a busy healthcare setting. The role emphasizes accurate patient information and a positive experience, supporting a broad range of HFHS services.

As part of the front-line team, you will handle multi-channel inquiries, work with physicians and administrators, and contribute to a welcoming patient-first environment while maintaining high QA and

Qualifications

• High school diploma or GED required.
• Two years of customer service experience.
• Associate's degree in business or related field preferred.
• HFHS clinical/customer service experience helpful.
• Six 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.
• Maintain the established Quality Assurance & Workforce Adherence goals.
• Must have the ability to communicate effectively, both verbal and written.
• Must display strong listening skills.
• Demonstrates the ability to make sound decisions.

Responsibilities

• Under minimal supervision, performs all duties of a Contact Center Advocate I, in a busy call center, on a broader scale.
• Including all of HFHS services and not limited to a specified practice group and/or multiple locations.
• Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders.
• Act as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.

Skills

Customer service experience

Verbal & written communication

Listening skills

Decision making

Education

Associate's degree in business or related field

Tools

EPIC

Microsoft Office

Job description

Company Description

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Job Description

Asst-Office Operations - Henry Ford Health

Schedule: Full-Time, Days

Job Title

Contact Center Advocate II

About the Department

Located in the picturesque setting of Grand Blanc, Genesys is nestled among rolling hills and acclaimed golf courses, including a stop on the PGA Tour Champions. This vibrant community offers a blend of small-city charm and top-tier amenities, with excellent schools and easy access to Flint, Detroit, and Northern Michigan. At Genesys, we pride ourselves on delivering exceptional healthcare while fostering a warm, community-focused environment.

Role Overview

As an Asst-Office Operations, you will be the first point of contact for patients and visitors, providing essential administrative and clerical support in a medical setting. Your role is critical in ensuring smooth operations, accurate patient information, and a positive experience for everyone who walks through our doors.

Why Henry Ford Health

At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.

What You Will Do

• Under minimal supervision, performs all duties of a Contact Center Advocate I, in a busy call center, on a broader scale.
• Including all of HFHS services and not limited to a specified practice group and/or multiple locations.
• Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders.
• Act as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.

What You Will Need

Required Qualifications

• High school diploma or G.E.D. equivalent required.
• Two (2) years of customer service experience.
• An Associate's degree in business or related field preferred.
• Previous HFHS clinical/customer service experience helpful.
• 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.
• Maintain the established Quality Assurance & Workforce Adherence goals.
• Must have the ability to communicate effectively, both verbal and written.
• Must display strong listening skills.
• Demonstrates the ability to make sound decisions.

• PHYSICAL DEMANDS/WORKING CONDITIONS:
• Work in a health care Contact Center environment.
• May experience mental/visual strain due to the nature of 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.

What We Offer

Join a team where you can grow your career, collaborate with dedicated professionals, and contribute to mission-driven work. We provide opportunities for continuous learning and development in a supportive environment.