New

Contact Center Advocate I

Henry Ford Health System
United States, Michigan, Detroit
Jan 18, 2025
Under general supervision, follows established protocols to schedule patient appointments for specified practice groups and/or multiple locations in a busy call center. Performs new patient registration; updates registration and insurance information; responds to telephone inquiries from all callers/customers; follows established protocols for prescription request and/or messaging. Advocates on the caller/customer behalf to ensure their needs are met. Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management. EDUCATION/EXPERIENCE REQUIRED: High school diploma or G.E.D. equivalent required. Two years customer service experience. An Associate's degree in business or related field preferred. Previous HFHS clinical/customer service experience helpful. Strong computer skills and working knowledge of Microsoft Office products. Maintains the established Quality Assurance & Workforce Adherence goals. Must have excellent communication skills both verbal and written. Must display strong listening skills. Must be willing to instruct others. Requires the ability to make sound decisions. Must be able to multi-task. 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. Additional Information Organization: Corporate Services Department: Ambulatory Contact Center Shift: Day Job Union Code: Not Applicable