Patient Experience Advocate II

Henry Ford Health; 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

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