What are the responsibilities and job description for the Contact Center Advocate II - HFWB Radiology Scheduling - Days position at Henry Ford Health - Careers?
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.
From the Hiring Manager: Prior experience in a call center environment is advantageous. Excellent verbal and written communication skills. Proficient in computer usage and related technologies. Strong organizational and time management abilities. Collaborative team player with a positive attitude. Demonstrated alignment with the company's values, mission, and team culture.
Preferred Qualifications and Skills:
Prior experience in a call center or customer-facing environment.
Strong verbal and written communication skills, with the ability to communicate clearly and professionally.
Proficiency with computers and related technologies; comfort navigating multiple systems.
Excellent organizational, time management, and multitasking abilities.
Proven ability to work effectively as part of a collaborative team while maintaining a positive, professional attitude.
Demonstrated alignment with the organization’s mission, values, and team-oriented culture.
Healthcare experience preferred, including familiarity with medical terminology.
Experience using EPIC electronic health records system is a plus.
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.