The Patient Engagement Advocate (Call Center Representative) works within a Patient Engagement Center that helps promote overall health and well-being. In this multi-channel (IB/OB phone, email, chat) contact center, position interacts with physical therapy patients to help them get access to the care they need. Supports geographically distributed physical therapy clinics by delivering a “local” patient experience.  Ability to interact efficiently and put patients at ease will be key to maximizing relationships and help accelerate patient growth on behalf of our physical therapy clinics. Identify, create and adhere to processes and protocols which serve to optimize our relationships with the clinic staffs including front desk and clinicians.  

This position is fully remote.

Your responsibilities will include: 

• 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. This is particularly important if someone is in pain or frightened. Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patient’s needs are handled with care.  

• Leverage technology and knowledge base content modules to provide an experience that “feels local” from giving pinpoint directions, to sharing information about a specific provider or clinic. Avoid “us vs them” approach and demonstrate an inclusive “we” mentality.  

• Collaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff to implement ongoing improvements which revolve around enhancing the patient experience.  

• Collaborate with your supervisors and peers to identify and quickly resolve issues, recommend new approaches to strive for best practices.  

• Work with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics.  

• Effectively inform and educate patients on insurance and about our financing/payment plan options.  

• Properly set expectations with our patients in terms of what they can expect at their appointment and any other details that will facilitate a positive experience.  

• Follow protocols for information capture and effectively categorize and disposition interactions in an accurate manner. This will enable accurate data analysis and result in feedback to our clinics or support services staff that is designed to improve the patient experience and accelerate growth.  

• Achieve 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.  

• Perform other duties as assigned.  

To excel in this role, you should possess: 

• High School/GED or equivalent; 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  

• Minimum of 1-2 years in a sales-oriented role, with a preference for candidates with experience in a call center or telesales environment.

• Minimum Internet speeds of 10 Mbps upload; 50 Mbps download; and less than 150 ms latency.

• Preferred typing aptitude of 50-70 WPM.

• 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  

• Must have a dedicated, quiet workspace at home (with a door) to work without distractions 

• Must be able to provide a reliable high-speed internet connection for remote work  

• Excellent verbal and written communication skills and the ability to effectively engage with patients  

• Strong verbal communicator (very clear enunciation, ability to influence/persuade/engage, embody 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 

We welcome you to apply if you hold the following attributes:  

• Good listener  

• Collaborative and team player  

• Ability to display 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