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Role Description

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Work Comp Centralized Scheduling Representatives are energetic individuals with excellent customer service skills. Their responsibility is to respond to incoming calls from referral sources and patients, gather registration information, and schedule appointments. Additionally, they are responsible for answering questions and inquiries, providing information about our services, and handling positive and negative feedback. Work Comp Centralized Scheduling Representatives report to the Senior Manager, Centralized Scheduling.

Your responsibilities will include:

• Answering phone calls from prospective, current, and past patients professionally and responding to their inquiries.
• Researching required information using available resources.
• Identifying, escalating priority issues, and reporting to high-level management.
• Obtaining and evaluating all relevant data.
• Managing administration, communicating, and coordinating with internal departments.
• Leveraging technology and knowledge base content modules to provide an experience that “feels local.”
• Collaborating and providing feedback to the marketing, operations, and technical teams, as well as clinic staff, to implement ongoing improvements that enhance the patient experience.
• Collaborating with supervisors and peers to identify and quickly resolve issues and recommend new approaches to strive for best practices.
• Working with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics.
• Setting expectations with patients regarding their appointment and details that will facilitate a positive experience.
• Following protocols for information capture and accurately categorizing and dispositioning interactions.
• Achieving Key Performance Indicators: efficient handle time, productivity in terms of number of calls handled, conversion rates, patient satisfaction scores, accurate info capture, schedule adherence, etc.
• May work in other channels such as outbound, email, chat, etc.
• Performing other duties as assigned.

Qualifications

• High School/GED or equivalent; a college degree is preferable.
• Minimum 2-3 years’ customer support experience and at least 1-year inbound contact center experience required, including experience multi-tasking across multiple systems/apps.
• Experience working in positions where success is measured by meeting Key Performance Indicators (KPIs).
• Demonstrated tenure in previous positions of at least 2-3 years.
• Excellent verbal and written communication skills and the ability to effectively engage with patients.
• Strong verbal communicator with clear enunciation, ability to influence/persuade/engage, and embody a passionate spirit of helping people get the care they need.
• Attention to detail.
• Ability to work in a fast-paced environment.
• Must be technically savvy, with demonstrated experience working with multiple systems and apps.

Requirements

• Good listener.
• Collaborative and a team player.
• Ability to display a caring attitude and be empathetic.
• Multi-task, carry on engaging conversation while following proper protocols for information capture.
• Receptivity to coaching as well as understanding your strengths and opportunities for development.

Benefits

• Professional and personal growth opportunities.
• Smaller community vibe with bigger company benefits.
• Benefits package including medical, dental, vision, and 401k match.
• Generous PTO and Holidays.