Contact Center Advocate II - Outpatient Scheduling - Part-Time - Day Shift

Business (Non-Clinical)

Department: Outpatient Scheduling

Location: Henry Ford Wyandotte Hospital, 2333 Biddle Ave, Wyandotte, MI 48192

Schedule: 20 Hours per week

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