Ivy Rehab Network

• Provide HR support to Ivy Rehab for Kids teammates, leaders, and clinics • Partner with leadership to ensure regions have the talent resources needed • Focus on teammate retention and engagement • Promote an engaging work environment • Ensure labor law compliance • Provide direct strategic support across the Ivy Rehab for Kids enterprise

• Create and implement the overarching QI strategy and draft necessary clinical policies and teaching materials • Build the train tracks for QI and operations teams to deliver clinical excellence at the clinic level • Establish enterprise-wide metrics to drive desired clinical outcomes of quality, service, and patient experience; mine regional data to develop actionable plans for Regional Directors to execute • Establish forums and practices for collective learning within the organization for continuous quality improvement • Use evidence-based guidance established by the Clinical Council to differentiate Ivy Rehab in the market • Build and manage a robust reporting system for incident reports, "near misses," and harm events • Oversee root cause analysis (RCA), trend analysis, and the development of remedial action plans to address safety incidents • Strengthen a proactive safety culture through auditing, annual training, and the implementation of the IHI Framework • Collaborative priority setting with field clinicians to define the "Ivy Way" for clinical care • Work with the Council to select discipline-specific metrics that best characterize the impact of treatments • Manage and coach functional leads within the three clinical pillars ensuring high performance and professional growth

• Effectively listen and address patient needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores. • Engage with patients in an empathetic and caring way that puts their needs first. • Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patient’s needs are handled with care. • Leverage technology and knowledge base content modules to provide an experience that “feels local” from giving pinpoint directions, to sharing information about a specific provider or clinic. • Avoid “us vs them” approach and demonstrate an inclusive “we” mentality. • Collaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff to implement ongoing improvements which revolve around enhancing the patient experience. • Collaborate with your supervisors and peers to identify and quickly resolve issues, recommend new approaches to strive for best practices. • Work with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics. • Effectively inform and educate patients on insurance and about our financing/payment plan options. • Properly set expectations with our patients in terms of what they can expect at their appointment and any other details that will facilitate a positive experience. • Follow protocols for information capture and effectively categorize and disposition interactions in an accurate manner. This will enable accurate data analysis and result in feedback to our clinics or support services staff that is designed to improve the patient experience and accelerate growth. • Achieve Key Performance Indicators: efficient handle time, productivity in terms of number of calls handled, conversion rates, patient satisfaction scores, accurate info capture, schedule adherence, etc. • May work in other channels such as outbound, email, chat, etc. • Perform other duties as assigned.

• Leads clinical practice partnering with organizational leaders to achieve best outcomes • Supports organization in clinical analysis, education, training, and strategic planning • Provides clinical leadership to drive clinical excellence across the organization • Identifies opportunities for improvement in patient care and operational excellence • Develops evidence-based clinical resources and educational content

• Effectively listen and address patient needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores. • Engage with patients in an empathetic and caring way that puts their needs first. • Demonstrating a caring attitude will go a long way towards providing reassurance and comfort to ensure the patient’s needs are handled with care. • Leverage technology and knowledge base content modules to provide an experience that “feels local” from giving pinpoint directions, to sharing information about a specific provider or clinic. • Avoid “us vs them” approach and demonstrate an inclusive “we” mentality. • Collaborate and provide feedback to the marketing, operations, and technical teams as well as clinic staff to implement ongoing improvements which revolve around enhancing the patient experience. • Collaborate with your supervisors and peers to identify and quickly resolve issues, recommend new approaches to strive for best practices. • Work with patients if a clinic does not have enough near-term availability to offer them alternatives at other nearby clinics. • Effectively inform and educate patients on insurance and about our financing/payment plan options. • Properly set expectations with our patients in terms of what they can expect at their appointment and any other details that will facilitate a positive experience. • Follow protocols for information capture and effectively categorize and disposition interactions in an accurate manner. • Achieve Key Performance Indicators: efficient handle time, productivity in terms of number of calls handled, conversion rates, patient satisfaction scores, accurate info capture, schedule adherence, etc. • May work in other channels such as outbound, email, chat, etc. • Perform other duties as assigned.

• Oversee all aspects of Ivy Rehab’s network and telephone estate. • Manage and support the full lifecycle of all network infrastructure, including firewalls, switches, WAP’s, and telephone infrastructure. • Work closely with both internal teams and Ivy’s third-party Managed Service Provider (MSP) to ensure seamless provisioning, management, support and hardware refresh cycles. • Understand SASE firewalls and how they can be best leveraged by a small geographically distributed business. • Manage and support the deployment, configuration, and upgrades necessary to maintain connectivity. • Contribute to the management of all CATO-related costs, identifying the best features to leverage given the current investment. • Ensure that all devices maintain the correct configuration, overseeing the management of the devices by Ivy’s MSP. • Manage the availability and end user usage of the VPN service.

• Lead the visual and verbal evolution of Ivy Rehab Physical Therapy and Ivy Rehab for Kids. • Architect the Rebrand: Lead the strategic direction of the Ivy Rehab identity, ensuring it reflects our energized and modern culture. • Develop and enforce comprehensive brand guidelines that ensure consistency across 700+ locations. • Translate business goals into compelling creative strategies that resonate with both patients and referral partners. • Lead the development of all creative assets, including digital advertising, social media content, website UI/UX, and physical clinic collateral. • Maintain a high bar for visual excellence and modern aesthetics. • Ensure our brand voice is consistent, empathetic, yet high-energy. • Oversee video production from concept to final cut. • Manage an internal creative team and a network of external agencies/freelancers. • Implement processes that allow the team to move fast without breaking the brand. • Work closely with Operations and Clinical teams to ensure creative supports bottom-line business results.

• Create and implement the overarching QI strategy and draft necessary clinical policies and teaching materials • Build the train tracks for QI and operations teams to deliver clinical excellence at the clinic level • Establish enterprise-wide metrics to drive desired clinical outcomes of quality, service, and patient experience; mine regional data to develop actionable plans for Regional Directors to execute • Establish forums and practices for collective learning within the organization for continuous quality improvement • Use evidence-based guidance established by the Clinical Council to differentiate Ivy Rehab in the market, creating the most desired place to give and receive care • Build and manage a robust reporting system for incident reports, "near misses," and harm events • Oversee root cause analysis (RCA), trend analysis, and the development of remedial action plans to address safety incidents • Strengthen a proactive safety culture through auditing, annual training, and the implementation of the IHI Framework • Collaborative priority setting with field clinicians to define the "Ivy Way" for clinical care • Work with the Council to select discipline-specific metrics (e.g., Ortho, Pediatrics, ABA) that best characterize the impact of treatments • Manage and coach functional leads within the three clinical pillars ensuring high performance and professional growth

• As the Sales Training Manager, you will be the primary architect of our sales team’s capability. • You won’t just teach people how to talk; you will build a system that ensures every representative – from new hires to seasoned veterans – has the skills, psychological toolkit, and technical proficiency to exceed new patient goals. • You will bridge the gap between our growth strategy and field execution, ensuring our messaging is consistent and our market share is industry-leading. • Own the 'Time to Productivity' metric. • Design and execute a 30-60-90 day onboarding program that gets new Business Development Managers (BDMs) field-ready and confident. • Move beyond 'one-off' workshops into robust learning pathways. • Implement a comprehensive learning culture using micro-learning, role-play simulation, and weekly skill-refreshers. • In partnership with Sales & Ops leadership, design onboarding training and ongoing content to increase the confidence and effectiveness of clinician sales efforts. • Create and customize an effective sales methodology and work with Sales Operations Manager to deeply embed this into daily workflows. • Ensure 100% adoption and proficiency in our CRM (Salesforce) and BI platform (PowerBI) in partnership with the Sales Operations Manager. • Partner with Sales Leadership to review referral trends and documented sales activities to create targeted training interventions to fix those specific bottlenecks. • Produce high-impact sales assets, including field playbooks, objection-handling scripts, and competitive value proposition to assist team in gaining market share.

• Support the PEC Training and QA Manager in developing the Quality Assurance (QA) program for our Patient Engagement Center (PEC). • Evaluate patient interactions, collect and analyze data to improve processes and protocols within the contact center. • Identify coaching opportunities and support PEC Managers in helping Patient Engagement Advocates improve their skills. • Monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance. • Support the “nesting” program when Advocates graduate training and begin handling interactions through more robust call monitoring. • Participate in cross-functional collaborations with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams. • Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements. • Help to improve PEC KPIs by sharing performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management.