Contact Center Advocate II – 40 Hours – Days

Eligible for Full Time Benefits

The neurosurgery contact center team schedules clinic appointments for our neurosurgeons and advanced practice providers at the Detroit, West Bloomfield, Wyandotte, Macomb, and Jackson clinics. This onsite team works out of our West Bloomfield Hospital. Our contact center team responds to telephone inquiries from patients and outside physicians regarding referrals, appointments, and other provider messages and services within the department of neurosurgery at Henry Ford Health.  

GENERAL SUMMARY:

Under minimal supervision the Contact Center Advocate II:

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.

EDUCATION REQUIRED:

High school diploma or G.E.D. equivalent required.

An Associate's degree in business or related field preferred. 

EXPERIENCE REQUIRED:

Previous HFHS clinical/customer service experience helpful.

Two (2) years of customer service experience.

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.

Additional Information Organization: Henry Ford Medical Group Department: Neurosurgery_W Bloomfield Shift: Day Job Union Code: Not Applicable