Healthcare Call Center Representative (Temp-to-Perm)

Position Overview

At Ivy Rehab, we're "All About the People"! As a Patient Engagement Advocate (Healthcare Call Center Representative), you will play a crucial role in our mission to help patients access the care they need. Location: Texas. Schedule: Full-Time Hours (40 hours per week); must be available Mon-Fri 7am-7pm EST. This is a Temporary (90-Day Assignment) with the opportunity to become permanent. Join our 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, all while fostering a culture of authenticity, inclusion, growth, and community.

Key Responsibilities

• Effectively listen and address patient needs to convert inquiries into booked appointments while achieving high patient satisfaction scores.
• Engage with patients in an empathetic and caring way, especially when they are in pain or frightened, to provide reassurance and comfort.
• Leverage technology and knowledge base content to deliver a “local” experience—from giving pinpoint directions to sharing information about a specific provider or clinic.
• Collaborate and provide feedback to marketing, operations, technical teams, and clinic staff to continuously enhance the patient experience.
• Work with supervisors and peers to quickly resolve issues and recommend approaches to uphold best practices.
• Assist patients when the primary clinic lacks near-term availability by offering alternatives at other nearby clinics.
• Inform and educate patients on insurance and financing/payment plan options.
• Set clear expectations with patients regarding appointment details and any other pertinent information.
• Follow protocols for information capture, categorization, and disposition to enable accurate data analysis and constructive feedback to clinics.
• Achieve Key Performance Indicators such as efficient handle time, productivity (number of calls handled), conversion rates, patient satisfaction scores, accurate information capture, and schedule adherence.
• Engage in multiple channels including inbound, outbound, email, and chat as needed.
• Perform other duties as assigned.

Required Qualifications

• High School/GED or equivalent; College degree is preferable.
• Minimum 2-3 years of customer support experience with at least 1 year in an inbound contact center environment, demonstrating multitasking across multiple systems/apps.
• Minimum 1-2 years in a sales-oriented role, preferably in a call center or telesales environment.
• Reliable high-speed internet connection with minimum speeds of 10 Mbps upload and 150 Mbps download; Latency below 30 ms and Packet Loss under 2%.
• Preferred typing speed of 50-70 words per minute.
• Proven track record in roles where success is measured by meeting Key Performance Indicators (KPIs).
• Demonstrated tenure in previous positions of at least 2-3 years.
• A dedicated, quiet workspace at home (with a door) to work without distractions.
• Excellent verbal and written communication skills, with the ability to effectively engage with patients.
• Strong verbal communication skills, including clear enunciation and the ability to influence, persuade, and engage patients passionately.
• Meticulous attention to detail and the ability to work 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 attitude and demonstrate empathy.
• Capable of multitasking while engaging in conversation and adhering to proper protocols for information capture.
• Receptivity to coaching with an understanding of personal strengths and areas for development.

Benefits & Perks

• Best Employer: Recognized by Modern Healthcare for excellence and an outstanding workplace culture.
• Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.
• Exceptional Partnerships: Collaborate with leaders such as Hospital for Special Surgery (HSS) and educational partners for continuous learning.
• Empowering Values: Thrive in an environment that prioritizes teamwork, growth, and serving others.