Contact Center Operations Specialist

🔥 12 hours ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Ivy Rehab Network

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏥 Healthcare

🧘 Wellness

Healthcare • Wellness

Ivy Rehab Network is a rapidly growing network of outpatient physical, occupational, speech, and ABA (Applied Behavior Analysis) therapy clinics across the United States. Founded in 2003, Ivy Rehab's mission is to inspire and enable people to live life to the fullest, providing exceptional care and personalized treatment. With over 580 clinics and more than 5,000 team members, Ivy Rehab is committed to delivering unparalleled patient outcomes and embraces a culture of community and empowerment.

📋 Description

• Supports our Patient Engagement Center (PEC) and Marketing Department in delivering on our mission to help promote overall health and well-being. • Ensure physical therapy patients get access to the care they need. • Responsible for collecting, optimizing, and managing various processes, technologies, and data used to support call handling. • Identify, create and administer processes and protocols which serve to optimize relationships with clinic staff. • Collect data used in PEC and marketing processes and maintain data hygiene. • Perform data migrations and segment data to improve efficiency of processes and campaigns. • Assist in the set-up, testing, integration, and management of technology stack that supports PEC and marketing operations. • Create reports that inform on process and campaign performance and drive decision-making for improvements. • Collaborate and provide feedback to improve patient experience and advocate for effective enhancements.

🎯 Requirements

• High School/GED or equivalent; College degree is preferable. • Minimum 3-5 years contact center operations experience preferably in a multi-site organization. • Familiarity with marketing automation software and database maintenance, direct experience with Salesforce a plus. • Detail-oriented, self-reliant, and process-driven mindset. • Ability to work in a fast-paced 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. • Empowering Values: Live by values that prioritize teamwork, growth, and serving others.