Call Center Representative / Patient Engagement Advocate (Temp-to-Perm)

Ivy Rehab • Houston, TX

263d • $14 - $18 • Remote

About The Position

At Ivy Rehab, we're 'All About the People'! As a Patient Engagement Advocate (Call Center Representative), you will play a crucial role in our mission to help enable people to live their lives to the fullest. 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. This is a temporary (60-Day Assignment) with the opportunity to become permanent based on performance and business needs. The Patient Engagement Advocate works within a Patient Engagement Center that helps promote overall health and well-being. In this multi-channel contact center, the position interacts with physical therapy patients to help them get access to the care they need.

Requirements

• 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; 50 Mbps download; and less than 150 ms latency.
• 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.
• Strong verbal communicator with clear enunciation and ability to influence/persuade.
• Attention to detail.
• Ability to work in a fast-paced environment.
• Must be technically savvy, with demonstrated experience working with multiple systems and apps.

Nice To Haves

• Good listener.
• Collaborative and team player.
• Ability to display caring attitude and be empathetic.
• Multi-tasking ability while following proper protocols.
• Receptivity to coaching and understanding strengths and opportunities for development.

Responsibilities

• 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 to implement ongoing improvements.
• 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 patients regarding their appointments.
• 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.

Benefits

• Best Employer recognition by Modern Healthcare.
• Opportunities for continuous learning and collaboration with leaders.
• Values that prioritize teamwork, growth, and serving others.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 251-500 employees