Contact Center Advocate II - Radiology Scheduling

Henry Ford Health; Bingham Farms (MI); On-site; USD 35,000 - 48,000; Full time

Job summary

Henry Ford Health in Michigan is seeking a Contact Center Advocate I for the Radiology Scheduling team. The role is full-time (40 hours per week) and involves handling multi-channel calls from physicians, patients, and administrators, delivering courteous, efficient service, and supporting HFHS services across locations.

Under minimal supervision, the incumbent will utilize EPIC and MS Office to manage inquiries, document interactions, and contribute to high-quality patient experiences in a

Qualifications

• High school diploma or GED required.
• Two years of customer service experience.
• Associate's degree in business or related field preferred.
• Proficiency with EPIC and Microsoft Office products.

Responsibilities

• Under minimal supervision, handles multi-channel contacts in a busy call center across HFHS services.
• Acts as a welcoming front door for callers and provides efficient customer relationship management.

Skills

Customer service

Communication

Listening

Education

High school diploma or GED

Associate's degree in business or related field preferred

Tools

EPIC

Microsoft Office

Job description

Company Description

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

Department

Radiology Scheduling

Work Schedule

Full-Time (40 Hours Per Week)

Days

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.

Qualifications

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.