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

Henry Ford Health System
United States, Michigan, Jackson
Oct 29, 2025
Department: Outpatient Scheduling Location: Henry Ford Wyandotte Hospital, 205 N East Ave, Jackson, MI 49201 Schedule: Full-Time 40 Hours per week Shift: Days 9:30 AM - 6:00 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 stills 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 Additional Information Organization: Corporate Services Department: Outpatient Scheduling - HFAH Shift: Day Job Union Code: Not Applicable