Contact Center Advocate II

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

**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