Contact Center Advocate II - Hybrid - West Bloomfield

Contact Center Advocate II

Location: 6777 West Maple Road

West Bloomfield, MI 48322

Department: Mammography-Clinic

Schedule: Full Time Days Hybrid

About the Role

We are seeking a highly motivated and customer-focused Contact Center Advocate II to join our busy call center team. Under minimal supervision, this role provides multi-channel support across 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.

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.

Under minimal supervision, performs all duties of a Contact Center Advocate II, 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.

From the Hiring manager: I'm looking for applicants with experience in scheduling and especially those who have EPIC experience scheduling.

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 Medical Group
• Department: Mammography-Clin Plymouth2
• Shift: Day Job
• Union Code: Not Applicable