Healthcare Call Center Representative (Remote)

About the role

Ivy Health is hiring a Patient Engagement Advocate (Healthcare Call Center Representative) to work in its Patient Engagement Center, which supports physical therapy clinics and helps patients get access to the care they need. The role is full-time (40 hours per week) and requires availability Monday to Friday, 7am-7pm EST. It is a multi-channel contact center (phone, email, chat) supporting geographically distributed clinics with a "local" patient experience.

Key responsibilities

• Listen to and address patient needs, turning inquiries into booked appointments while keeping patient satisfaction scores high
• Engage patients empathetically, especially those in pain or frightened
• Use technology and knowledge base content to give a personalized, local experience, such as directions and provider information
• Inform and educate patients about insurance and financing/payment options, and set clear expectations for appointments
• Follow protocols for information capture and categorize interactions accurately
• Work with patients if a clinic has limited availability, offering alternatives at nearby clinics
• Collaborate with marketing, operations, technical teams and clinic staff to improve the patient experience, and work with supervisors and peers to resolve issues and share feedback
• Achieve KPIs such as handle time, call volume, conversion rates, patient satisfaction and schedule adherence; may work in outbound, email and chat channels

Required profile

• High school/GED or equivalent; college degree preferred
• 2-3 years of customer support experience and at least 1 year of inbound contact center experience, including multitasking across systems and apps
• 1-2 years in a sales-oriented role, preferably in a call center or telesales environment
• Demonstrated tenure of at least 2-3 years in previous positions
• Experience working where success is measured by KPIs
• Dedicated, quiet workspace at home with a door, and a reliable high-speed internet connection (minimum 10 Mbps upload, 150 Mbps download, latency under 50 ms, packet loss under 2%)

Required skills

• Excellent verbal and written communication and strong enunciation
• Attention to detail and ability to work in a fast-paced environment
• Technically savvy, with experience using multiple systems and apps
• Typing speed of 50-70 WPM preferred