Note: The job is a remote job and is open to candidates in USA. MDAEdge is seeking a compassionate and tech-savvy Patient Engagement Advocate to join their dynamic Patient Engagement Center team. This role serves as the first point of contact for physical therapy patients, ensuring they receive timely access to necessary care while delivering a personalized experience.
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 a "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
Skills
- High School Diploma or GED required
- 2–3 years of customer support experience
- Minimum of 1 year experience in an inbound contact center
- High-speed internet connection (50 Mbps download / 10 Mbps upload, <150ms latency)
- Dedicated, quiet, and distraction-free workspace at home
- Proficient in navigating multiple systems/apps simultaneously
- Excellent verbal and written communication skills
- Attention to detail and ability to follow structured protocols
- Ability to multi-task effectively while maintaining engaging conversations
- KPI-focused mindset with a proven record of meeting performance metrics
- Adaptability in a fast-paced, remote environment
- Associate or Bachelor's degree
- 1–2 years in a sales-oriented or tele-sales role
- Strong typing skills (preferred 50–70 WPM)
- Call Center Background (inbound preferred)
- Scheduling Patient Experience OR Sales Experience Preference
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