State of Location:
Georgia
Position Summary:
At Ivy Rehab, we're "All About the People"! As a Patient Engagement Advocate (Healthcare Customer Service 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! 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:
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
We are currently seeking a talented individual for a temporary position, with the potential for permanent placement based on performance and business needs. This role offers the chance to prove your skills and make a lasting impact within our team.
The
Patient Engagement Advocate
(Healthcare Customer Service Representative) works within a Patient Engagement Center that helps promote overall health and well-being. In this multi-channel (IB/OB phone, email, chat) contact center, position interacts with physical therapy patients to help them get access to the care they need. Supports geographically distributed physical therapy clinics by delivering a “local” patient experience.
Ability
to interact efficiently and put patients at ease will be key to maximizing relationships and help accelerate patient growth on behalf of our physical therapy clinics. Identify, create and adhere to processes and protocols which serve to optimize our relationships with the clinic
staffs
including front desk and clinicians.
Your responsibilities will include:
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.
To excel in this role, you should
possess
:
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 down
load; Latency <50 ms; and Packet Loss <2%
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
We welcome you to apply if you
hold
the following attributes:
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.
#LI-remote
#LI-ST1
We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process. Actual salaries depend on a variety of factors, including experience, specialty, education, and organizational need. Any listed salary range or contractual rate does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.
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