Returning Candidate? Log back in! Manager, Call Center - Patient Access Management Operations Job ID 2025-23512 Job Locations US-IL-Downers Grove Category Corporate - Operations Support Pay Class Full Time Overview

The Manger of Access Management - Call Center Operations holds a key position, operating within the Access Management (Patient Access) team to oversee day to day operations of patient referral intake process, drive optimal team performance, employee engagement, and business performance. This role reports to the Director of Access Management Operations and is responsible for region specific teams and specialty teams. This position, through direct work and oversight of their span, plays a vital role in achievement of Access Management goals and consistent operations.

 

This is a remote/hybrid opportunity with some travel required, approximately 15% to ATI Physical Therapy locations in assigned regional market.

 

Qualifications include:

Experience working in a healthcare patient intake role or related field required.Team lead experience (management) required.Experience working in a healthcare contact center environment.Previous experience managing team leads. Responsibilities

Core Duties

Oversee and responsible for day to day operations of various region-specific teams of contact center agents.Manage region specific and specialty teams.Serve as liaison between Clinic Staff, Access Management Agents, IT, and Clinic Leadership, to resolve issues related to referral intake, registration, and scheduling.Continuously analyze departmental needs and develop ways to improve productivity, accuracy, and quality.Maintain departmental standards for quality, productivity, and workplace discipline.Work with upper management to develop and rollout new policies, workflows, and expectations with all employees.Interview candidates for Access Management Agent staff as necessary to maintain appropriate staffing levels to meet Contact Center needs.Oversee performance and any related counseling of Access Management Scheduling staff up to and including termination of employment.Oversee annual review process for Access Management staff.Work alongside the Director to oversee call quality process for Access Management and Clinic StaffResponsible for tracking and reporting out on important KPI information as requested by upper management.Meets with District and Region leadership frequently to align goals, collaborate, and resolve any concerns related to patient scheduling.Develops and maintains standard operating procedures in collaboration with upper management.Responsible for PTO management to maintain appropriate phone support at all times.Create and maintain a positive atmosphere and high employee morale in the department.Comply with ATI standards of operations.Adhere to the Core Values of the Company.

* The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Qualifications

Minimum Education

Required

High School graduate

Preferred

Bachelor’s degree in related field

Min Experience

Required:

5+ years working in a healthcare patient intake role or related field.2+ years of team lead experience (management)

Preferred:

5+ years’ experience working in a healthcare contact center environment.Previous experience managing team leads.

Knowledge Skills and Abilities

Professional presence – with both peers and managersProficient in ATI’s application suite (e.g. Touchstone, Scheduler)Strong communication skills up, down and across the management chainProficient with Microsoft word, Excel, Power Point and TeamsWorks well in a team environmentStrong time management skillsAbility to organize and manage multiple prioritiesStrong presentation skillsStrong executive presenceMaintain a positive attitude despite challengesStrong leadership abilityAble to motivate others to do their bestAble to modify teaching style based on learner’s needs Virtual Employee? Yes Salary Range $66086-$80403 annual Location/Org Data : Dept Number CORPIL Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs

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