Healthcare Call Center Representative – Temp-to-Perm

🕒 June 11

🌵 Arizona, Utah – Remote

🌵 Arizona – Remote ⛷️ Utah – 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

• Effectively listen and address patient needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores. • Engage with patients in an empathetic and caring way that puts their needs first. • Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patient’s needs are handled with care. • Leverage technology and knowledge base content modules to provide an experience that “feels local” from giving pinpoint directions, to sharing information about a specific provider or clinic. • Avoid “us vs them” approach and demonstrate an inclusive “we” mentality. • Collaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff to implement ongoing improvements which revolve around enhancing the patient experience. • Collaborate with your supervisors and peers to identify and quickly resolve issues, recommend new approaches to strive for best practices. • Work with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics. • Effectively inform and educate patients on insurance and about our financing/payment plan options. • Properly set expectations with our patients in terms of what they can expect at their appointment and any other details that will facilitate a positive experience. • Follow protocols for information capture and effectively categorize and disposition interactions in an accurate manner. • Achieve Key Performance Indicators: efficient handle time, productivity in terms of number of calls handled, conversion rates, patient satisfaction scores, accurate info capture, schedule adherence, etc. • May work in other channels such as outbound, email, chat, etc. • Perform other duties as assigned.

🎯 Requirements

• High School/GED or equivalent; College degree is preferable • Minimum 2-3 years customer support experience and at least 1 year inbound contact center experience required including experience multi-tasking across multiple systems/apps • Minimum of 1-2 years in a sales-oriented role, with a preference for candidates with experience in a call center or telesales environment. • Minimum Internet speeds of 10 Mbps upload and 150 Mbps down load; Latency <50 ms; and Packet Loss <2% • Preferred typing aptitude of 50-70 WPM. • Experience working in positions where success is measured by meeting Key Performance Indicators (KPIs) • Demonstrated tenure in previous positions of at least 2-3 years • Must have a dedicated, quiet workspace at home (with a door) to work without distractions • Must be able to provide a reliable high-speed internet connection for remote work • Excellent verbal and written communication skills and the ability to effectively engage with patients • Strong verbal communicator ( very clear enunciation, ability to influence/persuade/engage, embody passionate spirit of helping people get the care they need) • Attention to detail • Ability to work in a fast-paced environment • Must be technically savvy, with demonstrated experience working with multiple systems and apps.

🏖️ Benefits

• Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing 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 educational partners for continuous learning. • Empowering Values: Live by values that prioritize teamwork, growth, and serving others.