Contact Center Advocate II- Radiology Scheduling

Company Description

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

Job Title

Contact Center Advocate II

About the Department

Join the Henry Ford Health Contact Center Radiology team, where we support patients with scheduling and coordinating diagnostic imaging services across Henry Ford Health. Our team works closely with patients, physician offices, imaging departments, and other clinical teams to help ensure patients are scheduled accurately and receive the information needed for their imaging appointments.

This is a fast-paced environment that requires attention to detail, strong communication skills, and the ability to navigate multiple workflows and systems while providing an excellent patient experience.

Role Overview

As a Contact Center Advocate II supporting Radiology, you will assist patients with scheduling and coordinating diagnostic imaging appointments. This role requires the ability to review orders, select the appropriate exam and location, follow established scheduling guidelines, and provide patients with accurate appointment information and preparation instructions.

Advocates work across a variety of imaging services and must be comfortable learning detailed scheduling workflows, identifying situations that require additional review, and escalating questions when needed.

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

• Schedule and coordinate Radiology appointments accurately according to established guidelines and workflows.
• Review patient orders and information to ensure appropriate scheduling and provide patients with appointment details and preparation instructions.
• Use Epic and other applications to support Radiology scheduling and outpatient operations.
• Communicate with patients, physician offices, imaging departments, and internal teams to address scheduling needs and questions.
• Recognize exams or situations requiring additional review and route them appropriately.
• Follow established processes that support patient safety and reduce scheduling errors.
• Provide a welcoming, customer-focused experience while anticipating patient needs.
• Meet department expectations for quality, productivity, customer service, and workforce adherence.
• Adapt to workflow changes, new scheduling requirements, and expanding Radiology services.

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!