Contact Center Advocate I

Henry Ford Health
Detroit, MI
GENERAL SUMMARY: 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.

Additional Information

  • Organization: Corporate Services
  • Department: Ambulatory Contact Center
  • Shift: Day Job
  • Union Code: Not Applicable
Posted 2025-09-30

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