[Hiring] Contact Center Agent @ATI Physical Therapy

Role Description

As an Access Management Agent (Contact Center Agent), you will serve as the first point of care for patients and referral partners, delivering an exceptional, warm, and empathetic experience on every interaction. This is a remote role that requires high engagement, self-discipline, and consistent availability in a real-time, queue-based environment.

• Handle medium to high-volume inbound and outbound calls from patients and referral sources.
• Follow approved scripts and referral intake workflows; verify and capture required data; schedule appointments.
• Support all work queues within SLA; complete accurate, timely documentation and after-call work (ACW).
• Demonstrate empathy, warmth, and confidence on every call.
• Maintain a minimum quality score of ≥75% across all audited activities.
• Meet individual KPI benchmarks for call/referral volume, productivity, and accuracy while safeguarding PHI and complying with HIPAA.
• Identify and proactively address barriers to scheduling; guide patients toward solutions using clear, compassionate communication.
• Actively participate in huddles, trainings, coaching, and feedback loops.
• Contribute process observations to improve workflows and patient experience.

Qualifications

• High School Diploma or equivalent (Required)
• Some accredited post-secondary education preferred, ideally in medical office–related coursework (e.g., medical terminology) (Preferred)
• Prior customer service ideally in contact center/call center experience (Required)
• 1+ year in a customer service environment; healthcare or patient access experience a plus (Preferred)
• Remote work experience with strong self-management, communication, and technical skills (Preferred)
• Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems (Preferred)

Requirements

• Excellent inbound/outbound phone skills: rapport building, active listening, clear call control, and confident scheduling.
• Strong verbal and written communication; accurate, concise account notations.
• Consistent professionalism, empathy, and emotional intelligence in a fast-paced, metrics-driven environment.
• Demonstrates genuine care for patient outcomes, not just task completion.
• Brings energy, warmth, and professionalism to every interaction.
• Comfortable taking ownership of conversations and leading patients through uncertainty.
• Thrives in a highly structured, high-accountability remote environment.
• Multitasking & systems navigation: work across multiple applications while engaging the caller.
• Reliable participation in assigned schedules, huddles, coaching, and training.
• Understand and follow HIPAA and organizational privacy/security policies.
• Designated, distraction-free area suitable for handling PHI in a remote setting.
• Maintain a stable, hardwired internet connection with a minimum speed of 75 Mbps.

Benefits

• Salary Range: $17.50-$22.74 per hour