[Hiring] Healthcare Call Center Representative @Ivy Rehab

Role Description

At Ivy Rehab, we're "All About the People"! As a Patient Engagement Advocate (Healthcare Call Center Representative), you will play a crucial role in our mission to help enable people to live their lives to the fullest.

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Assignment:

• Temporary (90-Day Assignment) with Opportunity to Become Permanent

Schedule:

• Full-Time Hours (40 hours per week); must be available Mon-Fri 7am-7pm EST

The Patient Engagement Advocate works within a Patient Engagement Center that helps promote overall health and well-being. In this multi-channel (IB/OB phone, email, chat) contact center, position interacts with physical therapy patients to help them get access to the care they need. Supports geographically distributed physical therapy clinics by delivering a “local” patient experience.

Your responsibilities will include:

• Effectively listen and address patient needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores.
• Engage with patients in an empathetic and caring way that puts their needs first.
• Leverage technology and knowledge base content modules to provide an experience that “feels local”.
• Collaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff.
• Collaborate with your supervisors and peers to identify and quickly resolve issues.
• Work with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics.
• Effectively inform and educate patients on insurance and about our financing/payment plan options.
• Properly set expectations with our patients in terms of what they can expect at their appointment.
• Follow protocols for information capture and effectively categorize and disposition interactions.
• Achieve Key Performance Indicators: efficient handle time, productivity, conversion rates, patient satisfaction scores, accurate info capture, schedule adherence, etc.
• May work in other channels such as outbound, email, chat, etc.
• Perform other duties as assigned.

Qualifications

• High School/GED or equivalent; College degree is preferable.
• Minimum 2-3 years customer support experience and at least 1 year inbound contact center experience required.
• Minimum of 1-2 years in a sales-oriented role, with a preference for candidates with experience in a call center or telesales environment.
• Minimum Internet speeds of 10 Mbps upload and 150 Mbps download; Latency <50 ms; and Packet Loss <2%.
• Preferred typing aptitude of 50-70 WPM.
• Experience working in positions where success is measured by meeting Key Performance Indicators (KPIs).
• Demonstrated tenure in previous positions of at least 2-3 years.
• Must have a dedicated, quiet workspace at home (with a door) to work without distractions.
• Must be able to provide a reliable high-speed internet connection for remote work.
• Excellent verbal and written communication skills and the ability to effectively engage with patients.
• Strong verbal communicator with clear enunciation and ability to influence/persuade/engage.
• Attention to detail.
• Ability to work in a fast-paced environment.
• Must be technically savvy, with demonstrated experience working with multiple systems and apps.

Benefits

• Best Employer: Recognized by Modern Healthcare, signifying excellence in our industry.
• Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.
• Exceptional Partnerships: Collaborate with leaders like Hospital for Special Surgery (HSS) for continuous learning.
• Empowering Values: Live by values that prioritize teamwork, growth, and serving others.

Company Description

We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process. Actual salaries depend on a variety of factors, including experience, specialty, education, and organizational need.