Healthcare Customer Service Representative (Temp-to-Perm)

Ivy Rehab Network is dedicated to providing world-class care in various therapeutic services. They are seeking a Patient Engagement Advocate to interact with physical therapy patients, ensuring they receive the care they need while promoting a positive patient experience.

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. This is particularly important if someone is in pain or frightened. Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patient’s needs are handled with care
• 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 “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 which revolve around enhancing the patient experience
• Collaborate with your supervisors and peers to identify and quickly resolve issues, 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
• Effectively inform and educate patients on insurance and about our financing/payment plan options
• 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 effectively categorize and disposition interactions in an accurate manner. 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

Requirements:

• High School/GED or equivalent
• 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
• Minimum of 1-2 years in a sales-oriented role, with a preference for candidates with experience in a call center or telesales environment
• Minimum Internet speeds of 10 Mbps upload and 150 Mbps download; Latency <50 ms; and Packet Loss <2%
• 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 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
• College degree is preferable
• Preferred typing aptitude of 50-70 WPM