What are the responsibilities and job description for the Contact Center Advocate II - Full-Time - Days position at Full-Time - Days - Henry Ford Health - Careers Careers?
Department: Outpatient Scheduling
Location: Henry Ford Hospital, 2333 Biddle Ave, Wyandotte, MI 48192
Schedule: Full-Time (40 Hours per week)
Shift: Day 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 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