Contact Center Operations Specialist

🔥 7 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Ivy Rehab Network

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5001 - 10000 employees

Ivy is a rapidly growing network of best-in-class outpatient physical, occupational, speech and ABA therapy clinics throughout the United States. Founded in 2003, our mission is to inspire and enable people to live life to the fullest.

📋 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.