Contact Center Advocate II - Henry Ford Health
Job Title
Contact Center Advocate II - Radiology Scheduling
About the Department
Department
Radiology Scheduling
Henry Ford Hospital
2799 W. Grand Blvd
Detroit MI 48202
Work Schedule
Contingent
Days
Role Overview
As a Contact Center Advocate II, you will serve as a key point of contact for physicians, administrators, patients, and stakeholders across all HFHS services. Your role is to provide exceptional customer service, anticipate needs, and instill loyalty while managing multi-channel contacts. This position builds on the skills of a Contact Center Advocate I, offering a broader scope and greater impact on our healthcare community.
Why Henry Ford Health
At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.
What You Will Do
- Handle multi-channel contacts, including calls, emails, and other communication methods, across all HFHS services.
- Act as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs.
- Provide efficient, effective customer relationship management, ensuring a positive experience for all stakeholders.
- Interact with physicians, administrators, patients, and other stakeholders to address inquiries and resolve issues.
- Maintain established Quality Assurance and Workforce Adherence goals to ensure high service standards.
What You Will Need
Required Qualifications
- High school diploma or G.E.D. equivalent.
- Two (2) years of customer service experience.
- Six (6) months experience as a Contact Center Advocate I or one year in an outpatient clinic setting utilizing HFHS applications.
- Proficiency with EPIC.
- Strong computer skills and working knowledge of Microsoft Office products.
- Ability to communicate effectively, both verbally and in writing, with strong listening skills.
- Demonstrated ability to make sound decisions.
Preferred Qualifications
- Associate's degree in business or related field.
- Previous HFHS clinical/customer service experience.
What We Offer
Join a team where you can grow your career, collaborate with dedicated professionals, and contribute to mission-driven work. We provide opportunities for learning and development, empowering you to make a meaningful impact in healthcare.
Join Our Team
Ready to make a difference? Apply now and be part of a team that¿s transforming healthcare at Henry Ford Health.
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.