Contact Center Advocate II - Wyandotte Outpatient Scheduling - Full-Time - Days

Clinical / Allied Health

Department : Outpatient Scheduling

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

Schedule : 40 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 :