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, providing exceptional resources, structure, leadership, mentorship, and career advice to set teammates up for success. At Ivy Rehab, you are not just an employee; you are a valued teammate.

About the Role

Supports our Patient Engagement Center (PEC) and Marketing Department in delivering on our mission to promote overall health and well-being. This role ensures physical therapy patients get access to the care they need by collecting, optimizing, and managing processes, technologies, and data used to support call handling in our Patient Engagement Center and Marketing initiatives.

Responsibilities

• Collect data used in PEC and marketing processes, 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 process and campaign performance and drive decisions on 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.

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 is a plus.
• Detail-oriented, self-reliant, and process-driven mindset.
• Ability to work in a fast-paced environment.
• Technically savvy, with demonstrated experience working with multiple systems and apps.

Benefits

• Eligibility for a full benefits package beginning within your first month of employment.
• Generous PTO (Paid Time Off) plans and paid holidays.
• Recognition as a top employer by Modern Healthcare, signifying excellence in workplace culture.
• Opportunity to deliver best-in-class care and witness exceptional patient outcomes.
• Empowering values that prioritize teamwork, growth, and serving others.