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Contact Center Advocate II - Wyandotte Outpatient Scheduling - Full-Time - Days

Contact Center Advocate II - Wyandotte Outpatient Scheduling - Full-Time - Days

Henry Ford HospitalDetroit, MI, US
3 days ago
Job type
  • Full-time
Job description

Clinical / Allied Health

Department : Outpatient Scheduling

Location : Henry Ford Wyandotte Hospital, 2333 Biddle Ave, Wyandotte, MI 48192

Schedule : 40 Hours per week

Shift : 8 : 00 AM - 4 : 30 PM

General Summary :

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.

Principal Duties and Responsibilities :

  • Handles multi-channel activity, in a busy call center, from physicians, patients and other customers to assure customer satisfaction regarding medical consultation, general information, physician discharge, physician communications etc., as requested
  • Serves as a backup resource for all incidental telephony outages for all of HFHS.
  • Refers patients / callers to specific services or physicians with the HFHS network of hospitals and clinics.
  • Communicates HFHS compliments / complaints to supervisor / manager for recognition and / or resolution.
  • Responsible for keeping up to date on all communications / changes within the Contact Center
  • Acts as a training resource for both new and incumbent advocates, both in the classroom and while percepting

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
  • 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
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