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Company

Ivy Rehab Physical Therapy · 6 hours ago

Patient Engagement Center QA Manager

White Plains, NY

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Design and develop our quality assurance program by setting clear and measurable standards that align with the PEC’s goals and ensure a consistent and quality approach to handling patient interactions

Regularly monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance

Provide in-the-moment coaching to Advocates to improve their performance as measured against KPIs

Lead the “nesting” program when Advocates graduate training and begin handling interactions

Collaborate with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactions

Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements

Evolve QA program (materials, modalities, processes) with growth of contact center

Develop strategies to improve PEC KPIs and create reporting structure to share performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management

Qualification

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Quality AssuranceContact Center ExperienceCoaching AbilitiesHealthcare ExperienceCustomer Service Best PracticesConflict Resolution Skills

Required

Undergraduate degree and minimum 3-5 years quality assurance experience in a contact center environment

Empathy and coaching abilities to provide feedback that is not only constructive but also supportive

Excellent problem-solving and analytical skills to not only identify issues but offer innovative solutions

Knowledge of customer service best practices

Detail-oriented, self-reliant, and process-driven mindset

Strong communication (verbal and written), interpersonal, and conflict resolution skills

Ability to provide leadership to team members in a fast-paced and stressful work environment

Must be technically savvy, with demonstrated experience working with multiple systems and apps

Preferred

Healthcare/physical therapy experience a plus

Benefits

Full benefits package beginning within your first month of employment

Generous PTO (Paid Time Off) plans

Paid holidays

Company

Ivy Rehab Physical Therapy

Founded in 2003, Ivy Rehab is a rapidly growing network of best-in-class outpatient physical, occupational, speech, and ABA therapy clinics dedicated to providing exceptional care and personalized treatment to get patients feeling better, faster.

Founded in 2003

Harrison, New York, USA

1,001-5,000 employees