Customer Service Representative

bout the Role: We are seeking a compassionate, tech-savvy, and driven Patient Engagement Advocate to join our dynamic Patient Engagement Center team. In this multi-channel contact center role (inbound/outbound calls, email, chat), you will serve as the first point of contact for physical therapy patients-ensuring they get timely access to the care they need. This position plays a critical part in delivering a local, personalized experience for patients while supporting a geographically diverse network of physical therapy clinics.

Key Responsibilities:
•   Engage with patients empathetically and professionally to convert inquiries into booked appointments.
•   Deliver a caring and reassuring patient experience, particularly for those who may be in pain or distressed.
•   Provide location-specific support using knowledge bases and technology to deliver "local feel" during interactions.
•   Offer accurate information about clinics, providers, services, and insurance/payment plan options.
•   Collaborate with clinic staff and cross-functional teams (marketing, ops, tech) to continuously improve patient experience.
•   Recommend nearby clinic alternatives when local appointment availability is limited.
•   Set appropriate expectations for patient visits and provide essential appointment details.
•   Follow structured protocols for capturing and categorizing patient interactions for accurate data reporting.
•   Consistently meet or exceed Key Performance Indicators (KPIs) such as call handle time, booking conversion rate, and patient satisfaction.
•   Support patients across multiple communication channels including outbound, chat, and email as needed.
•   Participate in team meetings, coaching sessions, and ongoing training.
•   Perform additional duties as assigned. Key Requirements:
•   Education: High School Diploma or GED required; Associate or Bachelor's degree preferred.
•   Experience:
•   2-3 years of customer support experience.
•   Minimum of 1 year experience in an inbound contact center.
•   1-2 years in a sales-oriented or tele-sales role preferred.
•   Technical Requirements:
•   High-speed internet connection (50 Mbps download / 10 Mbps upload,
•   Dedicated, quiet, and distraction-free workspace at home.
•   Proficient in navigating multiple systems/apps simultaneously.
•   Skills:
•   Excellent verbal and written communication skills.
•   Strong typing skills (preferred 50-70 WPM).
•   ttention to detail and ability to follow structured protocols.
•   bility to multi-task effectively while maintaining engaging conversations.
•   KPI-focused mindset with a proven record of meeting performance metrics.
•   daptability in a fast-paced, remote environment. Ideal Candidate :
•   Call Center Background (inbound preferred).
•   Scheduling Patient Experience OR Sales Experience Preference. What We Look For:
•   Empathetic and patient-centric mindset.
•   ctive listening and effective problem-solving abilities.
•   Collaborative team player with strong interpersonal skills.
•   Eagerness to learn, take feedback, and grow professionally.
•   Passionate about helping people access the care they need.