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.