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.