Referring Physician Advocate - Full Time - Detroit

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:

• High School Diploma or G.E.D. equivalent. Associate's Degree preferred.

• Two (2) years of experience with Registration and Appointment Scheduling

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