Healthcare Call Center Representative – Temp-to-Perm

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🌵 Arizona, Utah – Remote

🌵 Arizona – Remote ⛷️ Utah – 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

• 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.