Contact Center Advocate II - Outpatient Scheduling - Part-Time - Days
Henry Ford HospitalDetroit, MI, US3 days ago
Job type
- Part-time
Job descriptionHigh 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
Outpatient Scheduling Representative
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 precepting.
Education / Experience Required :
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Scheduling Ii Center • Detroit, MI, US
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