Apply on Employer Site

Ivy Rehab Network · 4 hours ago

Healthcare Customer Service Representative (Temp-to-Perm)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Ivy Rehab Network is dedicated to providing world-class care in various therapy services, and they are seeking a Patient Engagement Advocate to enhance patient experiences. This role involves engaging with patients, addressing their needs, and supporting physical therapy clinics to ensure a smooth patient journey.

ConsultingFitnessHealth CareTherapeuticsWellness

H1B Sponsor Likely

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

Qualification

Customer support experienceInbound contact center experienceSales-oriented role experienceTechnical proficiencyKey Performance Indicators (KPIs)Multi-taskEmpathyCommunication skillsAttention to detailTeam collaboration

Required

High School/GED or equivalent

Minimum 2-3 years customer support experience

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 <30 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

Preferred

College degree is preferable

Preferred typing aptitude of 50-70 WPM

Benefits

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.

We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process.

Company

Ivy Rehab Network

Ivy is a rapidly growing network of best-in-class outpatient physical, occupational, speech and ABA therapy clinics throughout the United States.

Founded in 2003

Harrison, New York, USA

5001-10000 employees

http://www.ivyrehab.com/

H1B Sponsorship

Ivy Rehab Network has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2022 (1)

2021 (1)