Contact Center Advocate II

Location

United States

Posted

2 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

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. 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. Qualifications - 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. - 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. - 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. Requirements - 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.

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