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Contact Center Advocate II

Department:Mammography

Schedule:Full Time

About the Role

We are seeking a highly motivated and customer-focusedContact Center Advocate IIto join our busy call center team. Under minimal supervision, this role providesmulti-channel supportacross all Henry Ford Health services, interacting with physicians, administrators, patients, and other stakeholders. You will serve as a welcoming front door for all callers, delivering efficient and compassionate service while managing complex inquiries across multiple locations and practice groups.

Key Responsibilities

+ Perform all duties of a Contact Center Advocate II, with expanded scope across multiple service lines and locations.

+ Handle inbound and outbound contacts via phone, email, chat, and other channels.

+ Provide accurate information and support for scheduling, referrals, and general inquiries.

+ Build loyalty by anticipating caller needs and delivering exceptional service.

+ Communicate professionally with patients, families, providers, and internal teams.

+ Document interactions and follow up as needed to ensure resolution.

+ Uphold the Standards of Service Excellence in every interaction.

+ Prior experience in a call center environment is advantageous. This position is located at West Bloomfield Hospital. Excellent verbal and written communication skills. Proficient in computer usage and related technologies. Strong organizational and time management abilities. Collaborative team player with a positive attitude. Demonstrated alignment with the company’s values, mission, and team culture.

Qualifications

+ High school diploma or equivalent required; associate degree or higher preferred.

+ Previous experience in a healthcare call center or customer service environment strongly preferred.

+ Excellent verbal and written communication skills.

+ Ability to multitask in a fast-paced environment.

+ Strong problem-solving and organizational skills.

+ Proficiency with computer systems and multi-channel communication tools.

Why Join Us?

+ Be part of a mission-driven organization focused on patient-centered care.

+ Gain experience across a wide range of healthcare services.

+ Flexible contingent schedule with opportunities for growth.

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. 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. 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: Henry Ford West Bloomfield Hospital

+ Department: HFWB Radiology Scheduling

+ 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.