Location: New York,NY, USA
Position Summary
The role of the Patient Engagement Advocate is integral to a Patient Engagement Center dedicated to enhancing overall health and wellness. Operating across various communication channels (phone, email, chat), this role engages with patients of physical therapy to facilitate their access to necessary care. Supporting decentralized physical therapy clinics, the focus is on delivering personalized patient experiences. Building strong relationships and fostering patient growth for our clinics is crucial, achieved through efficient patient interaction and ensuring comfort. Standardizing processes and protocols is essential to optimize relationships with clinic staff, including front desk personnel and clinicians.
Key Responsibilities
- Listen attentively and address patient needs to convert inquiries into appointments, ensuring high patient satisfaction.
- Engage empathetically with patients, particularly those in distress, demonstrating a caring demeanor to provide reassurance and comfort.
- Utilize technology and knowledge resources to offer a localized experience, providing detailed information and directions tailored to individual needs.
- Collaborate closely with marketing, operations, technical teams, and clinic staff to enhance the patient experience through ongoing improvements.
- Work with supervisors and peers to identify and resolve issues promptly, suggesting innovative approaches to achieve best practices.
- Assist patients in identifying alternative clinic options when immediate availability is limited.
- Educate patients on insurance and financing/payment plans effectively, setting clear expectations for their appointments.
- Adhere to protocols for information handling, ensuring accurate data analysis and feedback aimed at improving patient experiences and driving growth.
- Meet Key Performance Indicators (KPIs) including handle time, call volume, conversion rates, patient satisfaction scores, and information accuracy.
- May engage in outbound calls, email communications, or chat sessions as required.
- Fulfill other assigned duties as needed.
Candidate Requirements
To succeed in this role, candidates should demonstrate:
- Equivalent of a High School/GED; preference given to candidates with a college degree.
- Minimum 2-3 years of customer support experience with at least 1 year in an inbound contact center environment, adept at managing multiple systems.
- Track record of meeting KPIs in previous roles, with tenure of at least 2-3 years.
- Dedicated home workspace with reliable high-speed internet connection.
- Excellent verbal and written communication skills, capable of engaging effectively with patients.
- Strong verbal communication abilities with clear enunciation, persuasive skills, and a passion for helping others.
- Attention to detail and ability to thrive in a fast-paced environment.
- Technological proficiency, experienced in using multiple systems and applications.
Desirable Attributes
We encourage candidates who are:
- Attentive listeners.
- Collaborative team players.
- Demonstrative of empathy and a caring attitude.
- Capable of multitasking and adhering to information capture protocols.
- Open to coaching and committed to personal development.
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