Contact Center Operations Specialist

Ivy Rehab•Philadelphia, PA

About The Position

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.

Requirements

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

Nice To Haves

direct experience with Salesforce a plus

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.