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Customer Service Representative

MDA Edge

Role overview

Qualifications

  • High School Diploma or GED required; Associate or Bachelor's degree preferred
  • 2–3 years of customer support experience
  • Minimum of 1 year experience in an inbound contact center
  • Excellent verbal and written communication skills

Responsibilities

  • Engage with patients empathetically and professionally to convert inquiries into booked appointments
  • Deliver a caring and reassuring patient experience
  • Provide location-specific support using knowledge bases and technology
  • Collaborate with clinic staff and cross-functional teams to continuously improve patient experience

Key facts

Hard skills

Communicating With Patients KPI Management Call Center Experience Sales Development

Other skills

  • Communication
  • Detail Oriented
  • Typing
  • Technical Acumen
  • Scheduling
  • Empathy
  • Active Listening
  • Collaboration
  • Adaptability

About the company

MDA Edge logo

MDA Edge

Business Consulting & Services

Our objective is to establish an exceptional ecosystem by connecting individuals, technology, and prospects through the application of human intelligence.MDA Edge is a process-oriented company and our expertise lies in providing comprehensive Workforce Solutions, specifically focusing on Contingent Staffing, Bulk/Project Staffing, RPO/KPO/BPO, and Direct Hire services. We cater to a wide range of industries, including Infrastructure Consulting, Engineering Consulting, IT Consulting, Healthcare, Life Sciences, Pharmaceutical Consulting, Consumer Goods, Education, Transportation & Logistics, Media & Entertainment, Telecom, BFSI, Manufacturing, Utilities & Energies, and Corporate Recruitment. Moreover, we have developed a dedicated focus on Government Consulting.Our company prides itself on a meticulous approach, ensuring that we meet your specific needs. We have established a robust network of highly skilled professionals who are readily available to fulfill your requirements. With a strong commitment to excellence, we consistently deliver exceptional results for clients in India, Denmark, France, Germany, Ireland, Japan, Spain, Thailand, the USA, Canada and Mexico, with ongoing expansion efforts to serve more new regions in the near future.We consistently uphold the highest standards of quality by providing resources, time, and materials to design, implement, and support efficient operations for organizations. Our track record of measurable accomplishments demonstrates our commitment to cultivating a balanced work and societal ecosystem.Our continuous growth, successful customer engagements, and strong customer retention exemplify our achievements. Furthermore, our passion lies in streamlining complex business processes through the application of suitable technology, which has been integral to our success.We extend an invitation to join our dynamic workplace, offering rapid growth opportunities, excellent employee benefits, and a positive work-life balance.

Company details

Company typeScaleup
IndustryBusiness Consulting & Services
Company size201 - 500

Links

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Job description

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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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