Contact Center Advocate I

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