Healthcare Customer Service Representative (Temp-to-Perm)

Position Overview

Location: Georgia. 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 providing world-class care across physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services.

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.

Key Responsibilities

• Effectively listen and address patient needs to convert an inquiry to a booked appointment while achieving high patient satisfaction scores.
• Engage with patients in an empathetic and caring way, providing reassurance and comfort, especially if they are in pain or frightened.
• Leverage technology and knowledge base content modules to deliver a “local” patient experience, including giving accurate directions and information about providers or clinics.
• Collaborate and provide feedback to marketing, operations, technical teams, and clinic staff to implement improvements that enhance the patient experience.
• Work with supervisors and peers to identify and quickly resolve issues and recommend new approaches for best practices.
• Assist patients if their local clinic cannot offer near-term availability by offering alternatives at nearby clinics.
• Inform and educate patients on insurance details and available financing/payment plan options.
• Properly set expectations with patients regarding appointment details to facilitate a positive experience.
• Follow protocols for information capture and accurately categorize interactions for effective data analysis and continuous improvement.
• Achieve Key Performance Indicators such as efficient handle time, call productivity, conversion rates, patient satisfaction scores, accurate info capture, and schedule adherence.
• Participate in other channels such as outbound, email, chat, as needed.
• Perform additional duties as assigned.

Required Qualifications

• High School/GED or equivalent; College degree is preferable.
• Minimum 2-3 years of customer support experience and at least 1 year of inbound contact center experience, with proficiency in multitasking across multiple systems/apps.
• At least 1-2 years in a sales-oriented role, preferably in a call center or telesales environment.
• Minimum Internet speeds of 10 Mbps upload and 150 Mbps download; Latency under 30 ms; Packet Loss less than 2%.
• Preferred typing aptitude of 50-70 WPM.
• Experience in roles measured by meeting Key Performance Indicators (KPIs) with demonstrated tenure of at least 2-3 years.
• Must have a dedicated, quiet workspace at home (with a door) and a reliable high-speed internet connection for remote work.
• Excellent verbal and written communication skills with the ability to effectively engage patients.
• Strong verbal communication skills with clear enunciation and the ability to influence, persuade, and engage.
• Attention to detail and ability to perform in a fast-paced environment.
• Technically savvy with demonstrated experience working with multiple systems and applications.

Preferred Qualifications

• Good listener.
• Collaborative team player.
• Ability to display a caring and empathetic attitude.
• Capable of multitasking while engaging in meaningful conversation and adhering to proper protocols.
• Receptivity to coaching and self-awareness of strengths and development opportunities.

Benefits & Perks

• Best Employer: Recognized by Modern Healthcare for excellence, reflecting 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 esteemed educational partners for continuous learning.
• Empowering Values: Be part of a culture that prioritizes teamwork, growth, and serving others.