[Hiring] Patient Engagement Advocate @Ivy Rehab

Role Description

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.

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, the 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. Ability to interact efficiently and put patients at ease will be key to maximizing relationships and help accelerate patient growth on behalf of our physical therapy clinics. Identify, create and adhere to processes and protocols which serve to optimize our relationships with the clinic staffs including front desk and clinicians.

• 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 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, 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, preferably 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.

Requirements

• Good listener.
• Collaborative and team player.
• Ability to display a caring attitude and be empathetic.
• Multi-tasking: carry on engaging conversation while following proper protocols for information capture.
• Receptivity to coaching and understanding strengths and opportunities for development.

Benefits

• 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.
• Any listed salary range or contractual rate does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.