Contact Center Operations Specialist

Supports ourPatient Engagement Center(PEC)and Marketing Departmentindelivering onour mission tohelp promote overall health and well-being. We strive to ensure ourphysical therapy patients get access to the care they need.In this role, theContact Center OperationsSpecialist willbe responsible forcollecting,optimizing, and managingvarious processes, technologies, and data used to support bothcallhandling in our Patient Engagement Centerand Marketing initiatives.The Specialistwillidentify,createandadministerprocesses and protocols which serve tooptimizeour relationships with the clinicstaffsincludingfront desk and clinicians.

Core Responsibilities

• Collect data used in PECand marketingprocesses andmaintaindata hygiene, perform data migrations, andsegment datato improve efficiency ofprocesses andcampaigns

• Assistin theset-up,testing, integration, andmanagement ofthe technology stack that supportsthe PEC andmarketing operations

• Connect and synchronize data and workflows between different platforms and systems

• Create reports thatinform onprocess andcampaign performance and drive decisionsonmost effective improvements

• Interact with local leaders tocompileandmaintainclinic-level data for onboardingtothe PEC

• Support the cutover process of clinics moving into the PEC through testing of phone numbersanduploading of data to be served up to PEC Advocates

• Collaborate and provide feedback to the marketing, operations,andtechnical teamsas well asclinic staff to implement ongoing improvementsthat enhancethepatientexperience

• Perform other duties as assigned.

Qualifications & Skills

• High School/GED or equivalent; College degree is preferable

• Minimum3-5yearscontact centeroperationsexperiencepreferably in a multi-site organization

• Familiarity with marketing automationsoftwareand database maintenance, direct experience with Salesforce a plus

• Detail-oriented, self-reliant, and process-driven mindset

• Ability to work in a fast-paced environment

• Must be technically savvy, withdemonstratedexperience working with multiple systems and apps

Why Choose Ivy?

• Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.

• Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes. 

• Incentives Galore: Eligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.

• Empowering Values: Live by values that prioritize teamwork, growth, and serving others.