[Hiring] Contact Center Advocate II @Henry Ford Health

Role Description

Under minimal supervision, performs all duties of a Contact Center Advocate I, in a busy call center, on a broader scale. Responsibilities include:

• Handling multi-channel contacts
• Interacting with physicians, administrators, patients, and all other stakeholders
• Acting as a welcoming front door for all callers/customers
• Instilling loyalty and anticipating needs
• Providing efficient, effective customer relationship management

Qualifications

• High school diploma or G.E.D. equivalent required
• Two (2) years of customer service experience
• 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
• Ability to maintain established Quality Assurance & Workforce Adherence goals
• Effective communication skills, both verbal and written
• Strong listening skills
• Ability to make sound decisions

Company Description

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes:

• Primary and preventive services
• Specialty and complex care
• Virtual care
• Pharmacy
• Home health
• Eye care
• Health insurance

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day.