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

Contact Center Advocate II - Henry Ford Health

Job Title

Contact Center Advocate II

About the Department

Join our dynamic Contact Center team at One Ford Place, the corporate headquarters of Henry Ford Health in Detroit's vibrant New Center area. Our team serves as the welcoming front door for all callers and customers across HFHS services, providing exceptional customer relationship management. Located steps from Amtrak, the QLINE, and the Fisher Buildings, our corporate roles blend downtown energy with convenience. Be part of a team that instills loyalty, anticipates needs, and supports the broader Henry Ford Health mission in a walkable, artsy, and dedicated behavioral health-focused environment.

Role Overview

As a Contact Center Advocate II, you will be the first point of contact for a diverse range of callers, including patients, physicians, and administrators. Your role is critical in providing efficient, effective, and welcoming customer service across all HFHS services, ensuring a positive experience for every interaction. You¿ll handle multi-channel contacts, anticipate needs, and build loyalty while managing relationships with all stakeholders.

Why Henry Ford Health

At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.

What You Will Do

• Handle multi-channel contacts, including calls, emails, and messages, across all HFHS services.
• Interact with physicians, administrators, patients, and stakeholders to provide exceptional customer service.
• Act as a welcoming front door, instilling loyalty and anticipating customer needs.
• Provide efficient and effective customer relationship management.
• Utilize EPIC and other HFHS applications to support outpatient clinic operations.
• Maintain Quality Assurance and Workforce Adherence goals.

What You Will Need

Required

Qualifications

• High school diploma or G.E.D. equivalent.
• Two (2) years of customer service experience.
• Six (6) months experience as a Contact Center Advocate I or one year in an outpatient clinic setting utilizing HFHS applications.
• Proficiency with EPIC.
• Strong computer skills and working knowledge of Microsoft Office products.
• Ability to communicate effectively, both verbally and in writing, with strong listening skills.
• Demonstrated ability to make sound decisions.

Preferred

Qualifications

• Associate's degree in business or related field.
• Previous HFHS clinical/customer service experience.

What We Offer

At Henry Ford Health, we foster career growth through collaborative, mission-driven work and continuous learning opportunities. Join a team where your contributions make a meaningful impact and where you can develop professionally in a supportive environment.

Join Our Team

Ready to make a difference? Apply now to become a Contact Center Advocate II at Henry Ford Health!