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MD

Customer Service Representative

Macpower Digital Assets Edge Private Limited
🇺🇸 United States
Remote
5 days ago
$15.60 – $17.68 / hour
  • Physical Therapy
5 days ago
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Not enough detail in this posting to match

About the Role:We are seeking a compassionate, tech-savvy, and driven Patient Engagement Advocate to join our dynamic Patient Engagement Center team. In this multi-channel contact center role (inbound/outbound calls, email, chat), you will serve as the first point of contact for physical therapy patients—ensuring they get timely access to the care they need. This position plays a critical part in delivering a local, personalized experience for patients while supporting a geographically diverse network of physical therapy clinics.
Key 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.
Key Requirements:
  • Education: High School Diploma or GED required; Associate or Bachelor's degree preferred.
  • Experience:
    • 2–3 years of customer support experience.
    • Minimum of 1 year experience in an inbound contact center.
    • 1–2 years in a sales-oriented or tele-sales role preferred.
  • Technical Requirements:
    • 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.
  • Skills:
    • Excellent verbal and written communication skills.
    • Strong typing skills (preferred 50–70 WPM).
    • 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.
Ideal Candidate:
  • Call Center Background (inbound preferred).
  • Scheduling Patient Experience OR Sales Experience Preference.
What We Look For:
  • Empathetic and patient-centric mindset.
  • Active listening and effective problem-solving abilities.
  • Collaborative team player with strong interpersonal skills.
  • Eagerness to learn, take feedback, and grow professionally.
  • Passionate about helping people access the care they need.

Customer Service Representative · Macpower Digital Assets Edge Private Limited

Auto apply with Likeremote