Healthcare Call Center Representative

divh2Patient Engagement Advocate (Healthcare Call Center Representative)/h2pState of Location: Pennsylvania/ppAt Ivy Rehab, were 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./ppJoin Ivy Rehabs dedicated team where youre 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./ppJob Description:/ppSchedule: Full-Time Hours (40 hours per week); must be available Mon-Fri 7am-7pm EST/ppThe Patient Engagement Advocate (Healthcare Call Center Representative) 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. 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./ppYour responsibilities will include:/pulliEffectively listen and address patient needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores./liliEngage with patients in an empathetic and caring way that puts their needs first. This is particularly important if someone is in pain or frightened. Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patients needs are handled with care./liliLeverage technology and knowledge base content modules to provide an experience that feels local from giving pinpoint directions, to sharing information about a specific provider or clinic. Avoid us vs them approach and demonstrate an inclusive we mentality./liliCollaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff to implement ongoing improvements which revolve around enhancing the patient experience./liliCollaborate with your supervisors and peers to identify and quickly resolve issues, recommend new approaches to strive for best practices./liliWork with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics./liliEffectively inform and educate patients on insurance and about our financing/payment plan options./liliProperly set expectations with our patients in terms of what they can expect at their appointment and any other details that will facilitate a positive experience./liliFollow protocols for information capture and effectively categorize and disposition interactions in an accurate manner. This will enable accurate data analysis and result in feedback to our clinics or support services staff that is designed to improve the patient experience and accelerate growth./liliAchieve Key Performance Indicators: efficient handle time, productivity in terms of number of calls handled, conversion rates, patient satisfaction scores, accurate info capture, schedule adherence, etc./liliMay work in other channels such as outbound, email, chat, etc./liliPerform other duties as assigned./li/ulpTo excel in this role, you should possess :/pulliHigh School/GED or equivalent; College degree is preferable/liliMinimum 2-3 years customer support experience and at least 1 year inbound contact center experience required including experience multi-tasking across multiple systems/apps/liliMinimum of 1-2 years in a sales-oriented role, with a preference for candidates with experience in a call center or telesales environment./liliMinimum Internet speeds of 10 Mbps upload and150 Mbps down load; Latency lt;50 ms; and Packet Loss lt;2%/liliPreferred typing aptitude of 50-70 WPM./liliExperience working in positions where success is measured by meeting Key Performance Indicators (KPIs)/liliDemonstrated tenure in previous positions of at least 2-3 years/liliMust have a dedicated, quiet workspace at home (with a door) to work without distractions/liliMust be able to provide a reliable high-speed internet connection for remote work/liliExcellent verbal and written communication skills and the ability to effectively engage with patients/liliStrong verbal communicator ( very clear enunciation, ability to influence/persuade/engage, embody passionate spirit of helping people get the care they need)/liliAttention to detail/liliAbility to work in a fast-paced environment/liliMust be technically savvy, with demonstrated experience working with multiple systems and apps/li/ulpWe welcome you to apply if you hold the following attributes:/pulliGood listener/liliCollaborative and team player/liliAbility to display caring attitude and be empathetic/liliMulti-task-carry on engaging conversation while following proper protocols for information capture/liliReceptivity to coaching as well as understanding your strengths and opportunities for development/li/ulpWhy choose Ivy ?/pulliBest Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture./liliExceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes./liliExceptional Partnerships: Collaborate with leaders like Hospital for Special Surgery (HSS) and educational partners for continuous learning./liliEmpowering Values: Live by values that prioritize teamwork, growth, and serving others./li/ulpWe 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./ppivyrehab.com/p/div