Ivy Rehab Network · 3 hours ago
Patient Engagement Center Manager
White Plains, NY
Full-time
Onsite
Mid, Senior Level
$0/yr - $75K/yr
3+ years expIvy Rehab Network is dedicated to providing world-class care in various therapeutic services. The Patient Engagement Center Manager will oversee daily operations, ensuring a high-quality patient experience and efficient contact center processes.
ConsultingFitnessHealth CareTherapeuticsWellness
Responsibilities
Interview, hire, and onboard new PEC Advocates
Coach and performance manage PEC Advocates to maximize productivity and quality
Develop and manage effective daily plan for overseeing PEC operations, including team member schedules and adherence to schedules
Collect and analyze PEC statistics, translate into consumable insights, and make adjustments to operations to improve performance
Monitor live and recorded interactions, provide feedback to PEC Advocates, participate in calibration sessions to ensure alignment on what constitutes a quality interaction
Support new hire and ongoing training through coaching, role play/mock calls, scheduling shadowing/nesting with experienced Advocates
Ensure IVY and PEC policies, procedures, and processes are followed
Produce routine performance reviews for each team member along with a development plan for the coming year
Provide continual evaluation of processes, procedures, and technology and suggest improvements
Understand and perform PEC Advocate duties as needed, to include handling interactions
Perform other duties as necessary to support the PEC and Ivy in meeting objectives and KPIs
Qualification
Required
Undergraduate degree or equivalent experience
Minimum 3-5 years management experience in an inbound service contact center
Healthcare/physical therapy experience a plus
Familiarity with contact center technology, including telephony platforms, quality management, and WFM
Knowledge of customer service best practices
Demonstrated leadership skills that inspire enthusiasm and stimulate team members' efforts to be productive and to maintain high quality standards
Detail-oriented, self-reliant, and process-driven mindset
Strong communication (verbal and written), interpersonal, and conflict resolution skills
Ability to communicate with all levels of the organization and adapt communication style depending on audience
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
Benefits
Eligibility for full benefits package beginning within your first month of employment.
Generous PTO (Paid Time Off) plans and paid holidays.
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.
5001-10000 employees
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)
Funding
Current Stage
Late StageTotal Funding
unknown2016-05-08Acquired
Leadership Team
Michael Rucker
CEO
George Batton
Chief Financial Officer
Recent News
2025-09-12
Company data provided by crunchbase