[Hiring] Regional Manager - Contact Center Operations @ATI Physical Therapy

Role Description

The Regional Manager Access Management (Patient Access Contact Center) is responsible for the daily operational performance, leadership, and execution of assigned regional contact center teams within ATI Physical Therapy's Access Management (AMT Connected) organization. This position provides direct leadership and oversight of regional Supervisors and their teams, with primary responsibility for:

• Inbound patient and referring provider interactions
• Automated outbound calling campaigns
• Patient scheduling
• Referral conversion
• Service quality
• Colleague engagement
• Operational productivity

The Regional Manager is accountable for ensuring assigned teams effectively manage patient contact opportunities, maximize scheduling conversion, maintain service-level expectations, and deliver a consistent, high-quality patient experience. The role is responsible for:

• Monitoring operational performance
• Identifying barriers to scheduling
• Coaching leaders
• Implementing corrective actions that improve contact center effectiveness

Working in partnership with Workforce Management, Training, Quality, Field Operations, IT, and other AMT leaders, the Regional Manager supports:

• Effective workforce utilization
• Adherence to established operating procedures
• Continuous improvement across inbound and outbound campaign operations

The position also serves as a primary operational point of contact for assigned Field Leadership and clinics, collaborating to:

• Resolve scheduling concerns
• Improve patient access
• Strengthen alignment between AMT and clinic operations

Through direct leadership of assigned Supervisors, the Regional Manager is responsible for:

• Developing high-performing teams
• Maintaining operational accountability
• Supporting ATI's commitment to timely access to care by protecting every scheduling opportunity

Qualifications

• High school diploma or equivalent (Required)
• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent relevant professional experience (Preferred)

Requirements

• Minimum of 5 years of progressive leadership experience in contact center operations, healthcare administration, patient access, or related operational environments (Required)
• Minimum of 2 years of experience directly managing Supervisors, managers, or operational teams with responsibility for performance management, workforce productivity, and service delivery (Required)
• Experience managing Supervisors or multiple contact center teams (Preferred)
• Experience overseeing inbound and outbound contact center operations, automated dialing campaigns, workforce management, and scheduling conversion (Preferred)
• Experience using operational reporting, quality assurance, and performance metrics to improve contact center outcomes (Preferred)
• Experience supporting multi-site healthcare operations or centralized patient access services (Preferred)

Benefits

• Salary Range: $65,741 - $74,000 per year

Licenses and Certifications

• None (Required)
• Contact Center Management, Lean Six Sigma, or other relevant operations management or leadership certifications (Preferred)

Virtual Employee?

Yes