Contact Center Advocate I - Neurosurgery - 40 Hours - Days

Neurosurgery Phone Room Team Member

The neurosurgery phone room team schedules clinic appointments for our neurosurgeons at Detroit, West Bloomfield, Wyandotte, and Macomb clinics. This onsite team works out of our West Bloomfield Hospital. Our phone room team responds to telephone inquiries from patients and outside physicians regarding referrals, appointments, and other provider messages and services within the department of neurosurgery at Henry Ford Health.

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.

Education Required:

• High school diploma or G.E.D. equivalent required.
• An Associate's degree in business or related field preferred.

Experience Required:

• Two years customer service experience.
• 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.