[Hiring] Contact Center Agent @ATI Physical Therapy

Role Description

As a Call Center Agent (Patient Access Management 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. Working in a medium to high-volume, queue-based call center, you will follow ATI’s referral intake workflows to:

• Schedule appointments
• Accurately document accounts
• Complete follow-up work
• Collaborate with internal partners

Success is measured through call center KPIs (quality, schedule adherence, productivity, accuracy, and conversion). This is a remote role that requires high engagement, self-discipline, and consistent availability in a real-time, queue-based environment. Work schedule assignments may change according to business need, including evenings and weekends.

Qualifications

• Minimum Education
  • Required: High School Diploma or equivalent
  • Preferred: Some accredited post-secondary education, ideally in medical office–related coursework (e.g., medical terminology)
• Minimum Experience
  • Required: Prior customer service experience in a contact center/call center managing a medium to high-volume, fast-paced call environment (e.g., 50+ calls per day) while maintaining empathy, accuracy, and professionalism
  • Preferred:
    • 1+ year in a customer service environment; healthcare or patient access experience a plus
    • Remote work experience with strong self-management, communication, and technical skills
    • Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems
    • Bilingual, Spanish-language proficiency is 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
• Compliance: Understands and follows HIPAA and organizational privacy/security policies
• Workspace: Designated, distraction-free area suitable for handling PHI in a remote setting
• Connectivity: Must maintain a stable, hardwired internet connection with a minimum speed of 75 Mbps

Benefits

• Salary Range: $17.50-$22.91 per hour