Healthcare Call Center Representative; Temp-to-Perm

Healthcare Call Center Representative (Temp-to-Perm)

Join to apply for the Healthcare Call Center Representative (Temp-to-Perm) role at Ivy Rehab Network
.

At Ivy Rehab, we’re "All About the People"! As a Patient Engagement Advocate (Healthcare Call Center Representative), you will play a crucial role in our mission to help patients live their lives to the fullest.

Texas

Assignment
:
Temporary (90‑Day Assignment) with Opportunity to Become Permanent

Schedule
:
Full‑Time Hours (40 hours per week); must be available Mon‑Fri 7am‑7pm EST

We are seeking a talented individual for a temporary position, with the potential for permanent placement based on performance and business needs. This role offers the chance to prove your skills and make a lasting impact within our team.

The Patient Engagement Advocate works within a Patient Engagement Center that promotes overall health and well‑being. In a multi‑channel contact center (IB/OB phone, email, chat), you will interact with physical therapy patients to help them access the care they need. You will support geographically distributed clinics by delivering a "local" patient experience, optimizing relationships with clinic staff, and maximizing patient growth for our physical therapy clinics.

• 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, providing reassurance and comfort.
• Leverage technology and knowledge base content modules to give a local experience, providing directions and information about providers or clinics.
• Collaborate with marketing, operations, and technical teams as well as clinic staff to implement improvements and enhance the patient experience.
• Work with supervisors and peers to quickly resolve issues and recommend new approaches for best practices.
• Offer alternatives at other nearby clinics if a clinic lacks near‑term availability.
• Educate patients on insurance, financing, and payment plan options.
• Set clear expectations with patients regarding appointment details and positive experience facilitation.
• Follow protocols for information capture, accurately categorizing and dispositioning interactions to enable data analysis and feedback to clinics.
• Achieve key performance indicators: efficient handle time, productivity (number of calls), conversion rates, patient satisfaction scores, accurate information capture, and schedule adherence.
• May work in other channels such as outbound, email, chat, etc.
• Perform other duties as assigned.

• High School/GED or equivalent;
  College degree preferred.
• Minimum 2–3 years of customer support experience and at least 1 year inbound contact center experience, including multi‑tasking across multiple systems/apps.
• Minimum 1–2 years in a sales‑oriented role, preferably with call center or telesales experience.
• Minimum Internet speeds of 10 Mbps upload and 150 Mbps download; latency