[Hiring] Contact Center Agent - Patient Access @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. 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 hours may vary and change according to business need between the hours of 6:00am to 10:00pm. We are considering candidates with open work schedule availability 6:00am-10:00pm weekdays.

Responsibilities

• Patient Intake & Scheduling (Inbound/Outbound)
  • 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
• Performance, Compliance & Data Accuracy
  • Meet individual KPI benchmarks for call/referral volume, productivity, and accuracy while safeguarding PHI and complying with HIPAA
  • Adhere to assigned schedules, breaks, and meetings
  • Maintain strong attendance and punctuality
• Issue Resolution & Escalation
  • Identify and proactively address barriers to scheduling
  • Guide patients toward solutions using clear, compassionate communication
  • Escalate appropriately to support one-call resolution
• Team Operations & Development
  • Actively participate in huddles, trainings, coaching, and feedback loops
  • Contribute process observations to improve workflows and patient experience

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 ideally in contact center/call center experience with the ability to manage a medium to high-volume, fast-paced call environment (e.g., 50+ calls per day)
  • Proven success working from KPIs (quality, adherence, productivity)
• 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 to support virtual operations
  • Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems

Knowledge Skills and Abilities

• 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 with real-time performance visibility
• Multitasking & systems navigation: work across multiple applications while engaging the caller
• Consistently meets attendance, quality, productivity, accuracy, conversion, and schedule adherence expectations
• 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: Agents must maintain a stable, hardwired internet connection with a minimum speed of 75 Mbps

Benefits

• Paid Time Off: Generous PTO, holiday pay, CEU, and “Be Well Days” to recharge, prioritize mental and physical health
• Medical, Dental & Vision Coverage: Flexible plan options
• 401(k) Match: Competitive employer matching
• Childcare Tuition Assistance: Discounted rates
• Health Savings & Flexible Spending Accounts: Tax-saving options
• Short- & Long-Term Disability: 100% employer paid income protection plans
• Life Insurance: Employer-paid and voluntary options
• Parental Leave & Adoption Assistance: Paid time for new parents and support for adoption costs
• Wellness Programs: Including weight-loss and lifestyle coaching, digital mental-health support, and 24/7 virtual telehealth access
• Corporate Discounts: Exclusive deals for employees
• And more!