Healthcare Call Center Representative (Temp-to-Perm)

Position Summary

At Ivy Rehab, we're "All About the People"! As a Patient Engagement Advocate (Healthcare 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!

Job Description

Assignment: Temporary (90-Day Assignment) with Opportunity to Become Permanent
Schedule: Full-Time Hours (40 hours per week); must be available Mon-Fri 7am-7pm EST

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” 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.
• 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; 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
• 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
• 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 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

Qualifications

• Good listener
• Collaborative and team player
• Ability to display 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

Why Choose Ivy?

• Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.
• Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.
• Exceptional Partnerships: Collaborate with leaders like Hospital for Special Surgery (HSS) and educational partners for continuous learning.
• Empowering Values: Live by values that prioritize teamwork, growth, and serving others.