Customer Service Representative

Customer Service Representative (Remote)

Are you looking to join an innovative, patient-focused, and rapid-growing organization that will inspire you to develop in your career? Apply today for a chance to join the Ivy Rehab Network as a Customer Service Representative!

This position allows for remote work and may require travel for business meetings.

The Customer Service Representative will report to the Assistant Revenue Cycle Business Partner of Patient experience and be a member of Ivy’s leadership team. The Customer Service Representative is an integral member of the Revenue Cycle Team and will be responsible for the following:

Responsibilities:

• Maintaining Inbound/Outbound calls from patients professionally and responding to their inquiries
• Provide a high-level of customer service to ensure patient questions or concerns are addressed effectively
• De-escalate situations involving dissatisfied customers, effectively offering patient assistance and support through varying operations and channels
• Routing patient accounts to appropriate department as needed
• Managing administration, communicating, and coordinating with internal departments
• Effective communication with patients to explain and collect outstanding balances
• Accurate notations/tags/labels in the EMR system/phone system including recording details of comments, inquiries, complaints, and actions taken
• Sets up acceptable payment agreements
• Attend team meetings, phone conferences, and training as needed
• Other duties as assigned

Requirements

• Open availability, Monday through Friday - 7am to 7pm
• Previous healthcare, revenue cycle experience (Preferred)
• Physical, Occupational and Speech therapy knowledge a plus
• Bilingual/Spanish (Preferred)
• Passion for helping patients and enjoys navigating through revolving inquires
• Experience working in Customer Service
• Excellent verbal and written communication skills
• Interpersonal skills that emphasize team building
• Ability to work effectively in fast-paced environment
• Experience with a variety of EMR systems, Raintree experience (Preferred)
• Problem solving skills, good judgment, attention to detail, and follow-through are a must
• Demonstrated ability to prioritize tasks and work with a sense of urgency
• Proficient in the use of computer applications, databases, word-processing, email, and website application
• Able to react effectively and calmly in an escalated situation
• Know, understand, and follow teammate guidelines, HIPAA policies, and company procedures

Education

• High school diploma or equivalent

What We Offer

• Competitive pay and bonus incentives
• Premium benefits package, including 401(k) match, medical, dental, vision and PTO
• Industry-leading professional development
• Community outreach and service initiatives

Who We Are
Ivy Rehab is an extraordinary network of 500+ best-in-class outpatient physical, occupational, speech and ABA therapy clinics in the Northeast, Mid-Atlantic (RI, MA, CT, NY, NJ, PA, DE), the Midwest (IL, IN, MI, OH, MN), and the Southeast (NC, SC, VA).

With over 4,300 teammates and growing rapidly, our network consists of multiple brands in 15 states. Clinics within our network are dedicated to providing exceptional care and personalized treatment to 7,500+ patients - both adults and children - every day.

“It’s All About The People” at Ivy —our teammates, our patients, our referral sources, and the communities in which we operate. Find out more about our mission, values, and culture here!

Ivy Rehab Network is an equal opportunity employer, committed to diversity, inclusion and belonging in all aspects of the recruiting and employment process.

IvyRehab.com