Patient Engagement Center Manager

🔥 24 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Manage the daily operations of the Patient Engagement Center • Ensure contact center team members deliver a world-class patient experience • Ensure contact center processes and technologies are efficient and effective • Interview, hire, and onboard new PEC Advocates • Coach and performance manage PEC Advocates to maximize productivity and quality • Develop and manage daily plans covering team schedules and schedule adherence • Collect and analyze PEC statistics, translate them into insights, and adjust operations to improve performance • Monitor live and recorded interactions and provide feedback • Participate in calibration sessions to align on quality interactions • Support new-hire and ongoing training through coaching, role play/mock calls, and shadowing/nesting schedules • Ensure Ivy and PEC policies, procedures, and processes are followed • Produce routine performance reviews and annual development plans • Evaluate processes, procedures, and technology and suggest improvements • Perform PEC Advocate duties as needed, including handling interactions • Perform other duties necessary to support PEC and Ivy objectives and KPIs

🎯 Requirements

• Undergraduate degree or equivalent experience • Minimum 3-5 years management experience in an inbound service contact center • Healthcare/physical therapy experience a plus • Familiarity with contact center technology, including telephony platforms, quality management, and WFM • Knowledge of customer service best practices • Demonstrated leadership skills that inspire enthusiasm and stimulate team members’ efforts to be productive and to maintain high quality standards • Detail-oriented, self-reliant, and process-driven mindset • Strong communication (verbal and written), interpersonal, and conflict resolution skills • Ability to communicate with all levels of the organization and adapt communication style depending on audience • Ability to provide leadership to team members in a fast-paced and stressful work 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 • Paid holidays