GENERAL SUMMARY:
Under minimal supervision on behalf of Referring Physicians the Advocate will facilitate
patient appointments via phone, fax and email in over 26 specialties and subspecialties.
This requires multitasking in individual physician schedules while researching and
documenting in multiple business and patient care related software systems.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Advocate must utilize judgment and resources to ascertain the specialty and type of
appointment needed.
- Advocate must maintain effective working relationships with a variety of personnel at
varied levels of authority within and outside the institution including but not limited to
Central Scheduling Coordinators, Administrators, Health Care Providers, Support
Staff and Patients.
Must be comfortable with direct physician interaction.
Advocate must demonstrate patience, empathy and professionalism to all callers
regardless of their demeanor.
- Advocates must be able to differentiate the needs and documentation requirements
of multiple phone lines and services supported by department, e.g. Out-State
Growth, Discharge Line, Alumni, Web consults, etc.
- Advocate must adhere to all Department call quality standards and should expect
regular audits.
- Advocate also performs clerical duties such as composing 'thank you for the referral'
letters, recognizing and managing insurance referral needs/requests and sending
out mutual patient medical information when appropriate (EPIC Publishing).
- Must be adaptable/flexible in a changing work environment which requires upgrading
skills, processes and additional responsibility.
- At all times Advocate must exemplify the highest in Customer Service skills being an
Ambassador of the Henry Ford Experience.
EDUCATION/EXPERIENCE REQUIRED:
preferred.
Multi-specialty scheduling experience preferred.
Experience in HFHS electronic medical record - EPIC, preferred.
Knowledge of at least two software packages (e.g. MS Word, Excel and Power
Point).
Two (2) years of customer service experience.
Demonstrated ability to work collaboratively and professionally with others.
Previous experience working directly with physicians preferred.
CERTIFICATIONS/LICENSURES REQUIRED:
Must meet or exceed core customer service responsibilities, standards and behaviors as
outlined in the HFHS' Customer Service Policy and summarized below:
Communication
Ownership
Understanding
Motivation
Sensitivity
Excellence
Teamwork
Respect
Must practice the customer skills as provided through on-going training and in-services.
Must possess the following personal qualities:
Be self-directed
Be flexible and committed to the team concept
Demonstrate teamwork, initiative and willingness to learn
Be open to new learning experiences
Accepts and respects diversity without judgment
Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
May experience mental/visual strain and sitting for long periods of time. Works in a normal
office environment with infrequent exposure to dust or extreme temperatures.
Additional Information
Organization: Corporate Services
Department: System Referring Physicians
Shift: Day Job
Union Code: Not Applicable
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Partnering with nearly 2 million people on their health journey, Henry Ford Health provides a full continuum of services at 250 care locations throughout southeast and south central Michigan. With 33,000 valued team members, Henry Ford is also among Michigan's largest and most diverse employers. Our superior care and discoveries are powered by nearly 6,000 physicians, researchers and advanced practice providers. Learn more athenryford.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or making the employee enrollment selection experience easier, it's all about choice. Henry Ford Health has a new approach for its employee benefits program - My Choice Rewards. My Choice Rewards is a program as diverse as the people it serves. There are dozens of options for all of our employees including compensation, benefits, work/life balance and learning - options that enhance your career and add value to your personal life. As an employee you are provided access to Retirement Programs, an Employee Assistance Program (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.