Contact Center Advocate II MRI

Henry Ford Health; Grand Blanc (MI); On-site; USD 35,000 - 52,000; Full time

Job summary

Henry Ford Health in Grand Blanc is seeking a Contact Advocate II for the MRI Center. You will handle multi-channel contacts, engage physicians, administrators, patients and stakeholders, and act as a welcoming front door to callers while maintaining patient loyalty and efficient service.

The role requires a high school diploma or GED, 2 years of customer service, and proficiency with HFHS applications and EPIC.

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 as Contact Center Advocate I or one year outpatient clinic HFHS apps.
• Proficiency with EPIC and strong computer skills.
• Ability to communicate effectively, verbally and in writing.
• Meet QA and workforce adherence goals.

Skills

Customer service

Communication

Listening

Decision making

Problem solving

Education

High school diploma or GED

Associate's degree preferred

Tools

EPIC

Microsoft Office

Job description

Job Description

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.

Contact Advocate II - MRI

Department
Henry Ford Park MRI Center - Grand Blanc
981 Health Park Blvd.
Grand Blanc, MI 48439

Work Schedule
Full-Time (40 Hours Per Week)
Shift Start Time
2:00 PM
Shift End Time
10:30 PM

EDUCATION/EXPERIENCE REQUIRED: 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.