Contact Center Advocate II

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.

Job Description

We're looking for a motivated and customer-focused Contact Center Advocate II to join our dynamic call center team in Detroit, United States. In this role, you'll work with minimal supervision to provide exceptional multi-channel support across our organization's services. You'll serve as a welcoming front door for all callers, delivering efficient and compassionate service while managing complex inquiries with professionalism and care. This position offers the opportunity to make a meaningful impact by connecting patients, families, providers, and internal teams with the support they need.

• Handle inbound and outbound contacts via phone, email, chat, and other communication channels with professionalism and empathy
• Provide accurate information and support for scheduling, referrals, and general inquiries across multiple service lines and locations
• Demonstrate strong listening skills and anticipate caller needs to deliver exceptional customer service and build loyalty
• Communicate effectively with patients, families, physicians, administrators, and internal team members in a collaborative manner
• Document all interactions thoroughly and follow up as needed to ensure complete resolution and customer satisfaction
• Manage multiple tasks simultaneously in a fast-paced environment while maintaining quality and accuracy
• Uphold established Standards of Service Excellence in every interaction, maintaining quality assurance and workforce adherence goals
• Make sound decisions independently when addressing complex or sensitive inquiries
• Demonstrate resilience and flexibility when navigating frequent changes and complex situations
• Support team initiatives and contribute to a positive, inclusive work environment

Qualifications

**Required

Qualifications

• High school diploma or G.E.D. equivalent
• Two (2) years of customer service experience
• Six (6) months of experience as a Contact Center Advocate I or one year of experience in an outpatient clinic setting
• Excellent verbal and written communication skills with strong listening abilities
• Proficiency with computer systems and multi-channel communication tools
• Strong problem-solving and organizational skills with the ability to manage multiple priorities
• Ability to multitask effectively in a fast-paced, complex environment
• Proficiency with EPIC or similar healthcare management systems
• Working knowledge of Microsoft Office products
• Ability to work independently with minimal supervision while maintaining accountability
• Physical ability to work in a contact center environment, including extended periods of sitting and ambulating within the facility

**Preferred

Qualifications

• Associate's degree in business or a related field
• Previous experience in a healthcare call center or customer service environment
• Experience with healthcare organization systems and processes
• Demonstrated experience with patient scheduling and appointment management
• Previous experience with the organization or healthcare industry
• Certification in customer service or healthcare communication (if available)
• Bilingual capabilities to serve diverse patient populations
• Experience maintaining quality assurance and workforce adherence standards