Contact Center Operations Specialist

Contact Center Operations Specialist

Ivy Rehab Network is a leading national provider of outpatient orthopedic rehab and the largest pediatric rehab provider in the U.S. We are an entrepreneurial organization that champions clinical and professional growth. We provide exceptional resources, structure, leadership, mentorship, and career advice to our teammates to set them up for success. At Ivy Rehab, you are not just an employee; you are a valued teammate! OUR VALUES: One Ivy – Love what you do – Do the right thing – I belong – GRSD (Get the right stuff done) – Grow – Serve others

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.

Supports our Patient Engagement Center (PEC) and Marketing Department in delivering on our mission to help promote overall health and well-being. We strive to ensure our physical therapy patients get access to the care they need. In this role, the Contact Center Operations Specialist will be responsible for collecting, optimizing, and managing various processes, technologies, and data used to support both call handling in our Patient Engagement Center and Marketing initiatives. The Specialist will identify, create and administer processes and protocols which serve to optimize our relationships with the clinic staffs including front desk and clinicians.

Core Responsibilities

• Collect data used in PEC and marketing processes and maintain data hygiene, perform data migrations, and segment data to improve efficiency of processes and campaigns
• Assist in the set-up, testing, integration, and management of the technology stack that supports the PEC and marketing operations
• Connect and synchronize data and workflows between different platforms and systems
• Create reports that inform on process and campaign performance and drive decisions on most effective improvements
• Interact with local leaders to compile and maintain clinic-level data for onboarding to the PEC
• Support the cutover process of clinics moving into the PEC through testing of phone numbers and uploading of data to be served up to PEC Advocates
• Collaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff to implement ongoing improvements that enhance the patient experience
• Perform other duties as assigned.

Qualifications & Skills

• High School/GED or equivalent; College degree is preferable
• Minimum 3-5 years contact center operations experience preferably in a multi-site organization
• Familiarity with marketing automation software and database maintenance, direct experience with Salesforce a plus
• Detail-oriented, self-reliant, and process-driven mindset
• Ability to work in a fast-paced environment
• Must be technically savvy, with demonstrated experience working with multiple systems and apps

Why Choose Ivy?

• Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.
• Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.
• Incentives Galore: Eligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.
• Empowering Values: Live by values that prioritize teamwork, growth, and serving others.

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.