Healthcare Call Center Representative (Temp-to-Perm)

About the role

Ivy Health is hiring a Patient Engagement Advocate (Healthcare Call Center Representative) for a 90-day temporary assignment in Houston, Texas, with the possibility of becoming permanent depending on performance and business needs. The role sits in a Patient Engagement Center that supports geographically distributed physical therapy clinics by helping patients access the care they need through phone, email and chat. It is full-time, 40 hours per week, Monday to Friday 7am-7pm EST.

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, and reassure them
• Use technology and knowledge-base content to give a "local" experience, such as directions and information about providers or clinics
• Inform and educate patients about insurance and financing/payment options, and set clear expectations for their appointments
• Follow protocols for capturing and categorizing interaction data so clinics can use it to improve the patient experience
• Offer alternatives at nearby clinics when a clinic has limited availability, and work with patients on scheduling
• Give feedback to marketing, operations, technical teams and clinic staff, and collaborate with supervisors and peers to resolve issues and adopt best practices
• 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 setting
• Demonstrated tenure of at least 2-3 years in previous positions
• Experience working where success is measured by KPIs
• Reliable high-speed internet connection and a quiet, private workspace at home

Required skills

• Excellent verbal and written communication and empathy
• Attention to detail and ability to work in a fast-paced environment
• Technically savvy, with experience using multiple systems and apps
• Internet speed of at least 10 Mbps upload and 150 Mbps download, latency under 50 ms and packet loss under 2%
• Typing speed of 50-70 WPM preferred