Work Comp Centralized Scheduling Representative

Ivy Rehab•Philadelphia, PA

About The Position

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. Job Description: Work Comp Centralized Scheduling Representatives are energetic individuals with excellent customer service skills. Their responsibility is to respond to incoming calls from referral sources and patients, gather registration information, and schedule appointments. Additionally, Work Comp Centralized Scheduling Representatives are responsible for answering questions and inquiries, providing information about our services, and handling positive and negative feedback. Work Comp Centralized Scheduling Representatives report to the Senior Manager, Centralized Scheduling.

Requirements

High School/GED or equivalent; a college degree is preferable
Minimum 2-3 years’ customer support experience and at least 1-year inbound contact center experience required, including experience multi-tasking across multiple systems/apps
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
Excellent verbal and written communication skills and the ability to effectively engage with patients
Strong verbal communicator (very clear enunciation, ability to influence/persuade/engage, embody passionate spirit of helping people get the care they need)
Attention to detail
Ability to work in a fast-paced environment
Must be technically savvy, with demonstrated experience working with multiple systems and apps
Good listener
Collaborative and a team player
Ability to display a caring attitude and be empathetic
Multi-task, carry on engaging conversation while following proper protocols for information capture
Receptivity to coaching as well as understanding your strengths and opportunities for development

Responsibilities

Answering phone calls from prospective, current, and past patients professionally and responding to their inquiries.
Research required information using available resources.
Identifying, escalating priority issues, and reporting to the high-level management.
Obtaining and evaluating all relevant data
Managing administration, communicating, and coordinating with internal departments.
Leverage 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 the “us vs them” approach and demonstrate an inclusive “we” mentality.
Collaborate and provide feedback to the marketing, operations, and technical teams, as well as clinic staff, to implement ongoing improvements that revolve around enhancing the patient experience.
Collaborate with your supervisors and peers to identify and quickly resolve issues and recommend new approaches to strive for best practices.
Work with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics.
Properly 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.
Follow protocols for information capture and accurately categorize and disposition interactions. 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.
Achieve 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.
May work in other channels such as outbound, email, chat, etc.
Perform other duties as assigned.