Part-Time Call Center Representative (Temp-to-Perm)

Part-Time Call Center Representative (Temp-to-Perm)

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Position Summary

At Ivy Rehab, we're "All About the People"! As a Part-Time Patient Engagement Advocate (Call Center Representative), you will play a crucial role in our mission to help enable people to live their lives to the fullest.

Location: New York

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! We provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Job Description

Temporary (60-Day Assignment) with Opportunity to Become Permanent

Part-Time Hours (20-24 hours per week)

We are seeking a talented individual for a temporary part-time position, with potential for permanent placement based on performance and business needs. This role offers the chance to prove your skills and make a lasting impact within our team.

The Patient Engagement Advocate (Call Center Representative) works within a Patient Engagement Center that promotes overall health and well-being. The position interacts with physical therapy patients via phone, email, and chat to help them access the care they need, supporting geographically distributed clinics by delivering a "local" patient experience. Key responsibilities include engaging empathetically with patients, providing accurate information, and collaborating with clinic staff to improve patient experience.

Your Responsibilities Will Include

• Listening effectively and addressing patient needs to convert inquiries into booked appointments while maintaining high patient satisfaction scores.
• Engaging with patients empathetically, especially when they are in pain or frightened, to provide reassurance and comfort.
• Using technology and knowledge base content to provide a local experience, including directions and information about providers or clinics.
• Collaborating with marketing, operations, technical teams, and clinic staff to enhance the patient experience.
• Resolving issues quickly and suggesting improvements for best practices.
• Managing appointment availability and suggesting alternatives at other clinics when necessary.
• Informing and educating patients about insurance and payment options.
• Setting proper expectations for appointments and other details to ensure positive experiences.
• Accurately capturing and categorizing interaction data for analysis and feedback.
• Achieving KPIs such as handle time, productivity, conversion rates, patient satisfaction, and schedule adherence.
• Working across channels like outbound calls, email, and chat as needed.
• Performing other duties as assigned.

To Excel In This Role, You Should Possess

• High School diploma or GED; college degree preferred.
• 2-3 years customer support experience and at least 1 year inbound contact center experience.
• 1-2 years in a sales-oriented role, preferably in a call center or telesales environment.
• Reliable high-speed internet (minimum 10 Mbps upload, 150 Mbps download, latency <30 ms, packet loss <2%).
• Typing speed of 50-70 WPM preferred.
• Experience working with KPIs to measure success.
• At least 2-3 years of tenure in previous roles.
• A dedicated, quiet workspace at home.
• Excellent verbal and written communication skills.
• Strong verbal influence and empathy.
• Attention to detail and ability to work in a fast-paced environment.
• Technical savviness with multiple systems and apps.

Preferred Attributes

• Good listener, collaborative, empathetic, and coachable.

Why Choose Ivy?

• Recognized as a top employer by Modern Healthcare.
• Committed to exceeding expectations and delivering exceptional patient outcomes.
• Partnerships with leading organizations for continuous learning.
• Values teamwork, growth, and service.

Compensation ranges from $14-18/hour based on experience.

We are an equal opportunity employer committed to diversity and inclusion. Salaries depend on experience, education, and organizational needs, excluding bonuses or incentives.

Visit ivyrehab.com for more information.