Customer Service Representative

Patient Engagement Advocate We are seeking a compassionate, tech-savvy, and driven Patient Engagement Advocate to join our dynamic Patient Engagement Center team. In this multi-channel contact center role (inbound/outbound calls, email, chat), you will serve as the first point of contact for physical therapy patientsensuring they get timely access to the care they need. This position plays a critical part in delivering a local, personalized experience for patients while supporting a geographically diverse network of physical therapy clinics. Key Responsibilities: Engage with patients empathetically and professionally to convert inquiries into booked appointments. Deliver a caring and reassuring patient experience, particularly for those who may be in pain or distressed. Provide location-specific support using knowledge bases and technology to deliver a "local feel" during interactions. Offer accurate information about clinics, providers, services, and insurance/payment plan options. Collaborate with clinic staff and cross-functional teams (marketing, ops, tech) to continuously improve patient experience. Recommend nearby clinic alternatives when local appointment availability is limited. Set appropriate expectations for patient visits and provide essential appointment details. Follow structured protocols for capturing and categorizing patient interactions for accurate data reporting. Consistently meet or exceed Key Performance Indicators (KPIs) such as call handle time, booking conversion rate, and patient satisfaction. Support patients across multiple communication channels including outbound, chat, and email as needed. Participate in team meetings, coaching sessions, and ongoing training. Perform additional duties as assigned. Key Requirements: Education: High School Diploma or GED required; Associate or Bachelor's degree preferred. Experience: 23 years of customer support experience. Minimum of 1 year experience in an inbound contact center. 12 years in a sales-oriented or tele-sales role preferred. Technical Requirements: High-speed internet connection (50 Mbps download / 10 Mbps upload, Dedicated, quiet, and distraction-free workspace at home. Proficient in navigating multiple systems/apps simultaneously. Skills: Excellent verbal and written communication skills. Strong typing skills (preferred 5070 WPM). Attention to detail and ability to follow structured protocols. Ability to multi-task effectively while maintaining engaging conversations. KPI-focused mindset with a proven record of meeting performance metrics. Adaptability in a fast-paced, remote environment. Ideal Candidate : Call Center Background (inbound preferred). Scheduling Patient Experience OR Sales Experience Preference. What We Look For: Empathetic and patient-centric mindset. Active listening and effective problem-solving abilities. Collaborative team player with strong interpersonal skills. Eagerness to learn, take feedback, and grow professionally. Passionate about helping people access the care they need.