New

Contact Center Advocate I - 40 Hours - Days

Henry Ford Health System
United States, Michigan, West Bloomfield
Aug 12, 2025
The neurosurgery phone room team schedules clinic appointments for our neurosurgeons at Detroit, West Bloomfield, Wyandotte, and Macomb clinics. This onsite team works out of our West Bloomfield Hospital. Our phone room 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 I is responsaible for the following duties: 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: Two (2) years of customer service experience. 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. Additional Skills: 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. Additional Information Organization: Henry Ford Medical Group Department: Neurosurgery_W Bloomfield Shift: Day Job Union Code: Not Applicable