Contact Center Advocate II Radiology Scheduling

Henry Ford Health; Detroit (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Henry Ford Health seeks a Contact Center Advocate I to serve as the welcoming front door for callers and patients in a busy HFHS contact center. You will handle multi-channel inquiries across HFHS services, coordinating with physicians, administrators, and other stakeholders to ensure a positive experience.

Healthcare experience is preferred, EPIC experience is a plus, and proficiency with HFHS applications and Microsoft Office is expected.

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.
• Proficiency with HFHS applications and EPIC software.

Responsibilities

• Act as the welcoming front door for all callers/customers.
• Handle multi-channel contacts and interact with physicians, administrators, patients, and stakeholders.
• Provide efficient, effective customer relationship management across HFHS services.

Skills

Customer service

Communication

Listening

Decision making

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.

From the Hiring Manager: Healthcare experience preferred, EPIC experience preferred, Customer Service/ Call center experience is a plus

Henry Ford Hospital
2799 W Grand Blvd
Detroit, MI 48202

Qualifications

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.