Henry Ford Health System
Contact Center Advocate II - Outpatient Scheduling - Part-Time - Day Shift
Henry Ford Health System, Wyandotte, Michigan, United States, 48192
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
Additional Information
Organization: Corporate Services
Department: Outpatient Scheduling - HFWH
Shift: Day Job
Union Code: Not Applicable
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.
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
Additional Information
Organization: Corporate Services
Department: Outpatient Scheduling - HFWH
Shift: Day Job
Union Code: Not Applicable
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.