What are the responsibilities and job description for the Contact Center Advocate I position at Henry Ford Health - Careers Careers?
GENERAL SUMMARY: Under general supervision, follows established protocols to schedule patient appointments for specified practice groups and/or multiple locations in a busy call center. Performs new patient registration; updates registration and insurance information; responds to telephone inquiries from all callers/customers; follows established protocols for prescription request and/or messaging. Advocates on the caller/customer behalf to ensure their needs are met. Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.
EDUCATION/EXPERIENCE REQUIRED:
- High school diploma or G.E.D. equivalent required.
- Two years customer service experience.
- An Associate's degree in business or related field preferred.
- Previous HFHS clinical/customer service experience helpful.
- Strong computer skills and working knowledge of Microsoft Office products.
- Maintains the established Quality Assurance & Workforce Adherence goals.
- Must have excellent communication skills both verbal and written.
- Must display strong listening skills.
- Must be willing to instruct others.
- Requires the ability to make sound decisions.
- Must be able to multi-task.