Healthcare Call Center Representative (Temp-to-Perm)
Remote · Phoenix, Arizona, United States or Salt Lake City, Utah, United States
Job Summary
Healthcare Call Center Representative (Temp-to-Perm) at Ivy Rehab — Patient Engagement Advocate in a multi-channel call center supporting geographically distributed physical therapy clinics. Handles inquiries via phone, email, and chat to convert inquiries into booked appointments, educate patients on insurance and financing options, and deliver a local-feel patient experience. Works full-time on a temporary 90-day assignment with potential for permanent placement, available Monday–Friday 7am–7pm EST, and may involve remote work from home with a dedicated quiet workspace. Targets include key KPIs such as handle time, productivity, conversion rates, and patient satisfaction, with collaboration across marketing, operations, and clinical staff. Requires high school diploma or GED (college degree preferred), 2-3 years of customer support experience, 1+ year inbound contact center experience, 1-2 years in a sales-oriented role, reliable home internet, fast typing, and strong communication skills; remote work setup and ability to multi-task across systems are essential.
Required Qualifications
- 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
- 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 and 150 Mbps download; Latency <50 ms; and Packet Loss <2%
- Preferred typing aptitude of 50-70 WPM
- Experience working in positions where success is measured by meeting KPIs
- 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 and empathetic listener
- Ability to multi-task and follow proper information capture protocols
- Receptivity to coaching and ongoing professional development
- Ability to work in a fast-paced environment
- Collaborative and team-oriented mindset
- Customer-focused with a caring attitude
- Experience in inbound/outbound contact center environments
- Knowledge of insurance and financing/payment plan options
- KPI-driven performance and data-driven mindset
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