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 Utah, 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) and requires availability 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 information capture and accurately categorize and dispose of interactions
• Meet KPIs such as handle time, call volume, conversion rates, patient satisfaction and schedule adherence
• Work with marketing, operations, technical teams and clinic staff to improve the patient experience, and offer alternatives at nearby clinics when availability is limited
• May work in other channels such as outbound, email and chat, and perform other duties as assigned

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
• A 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