Call Center Agent - Patient Access/Patient Intake

In the Access Management Agent (Call Center Agent) role, you will provide an exceptional and memorable first impression for incoming patients by accurately following ATIs established intake processes.   You also create and document patient accounts in a precise and efficient manner, work effectively with internal business partners, and ensure all follow up work is completed.  You deliver nothing but the highest level of customer service.  

This is a remote, call center position.

Work Schedule:

As a nationwide contact center, work hours vary and may start as early as 6:00am and end as late as 10:00pm.

Work schedules may change according to business need.

What you bring to be successful:

• Experience working in a customer service environment with some knowledge of the healthcare industry.
• Excellent inbound and outbound telephone rapport building skills.
• Ability to multi-task with strong computer skills.
• Ability to work in a high-volume, fast-paced, and rapidly changing environment.

We offer an impressive range of benefits, programs, and perks including:

• Health, dental, and vision insurance options.
• Robust PTO program
• Paid Holidays
• Be Well days to care for the health and wellbeing of you and your family members.
• 401k with company match.

• Schedule patient appointments for physical therapy needs for each referral adhering to all required steps in established referral intake workflows and supporting all work queues within SLA’s. Accurate entry of all information into all system.  Complete all follow up work with both prospective patients and internal/external business partners.
• Maintain strict confidentiality with patient information.
• Support patients by sharing important and relevant information with callers that promotes options and resources. Understand and exercise the use of internal management escalation processes to resolve any barriers to scheduling referrals, patient, or caller’s concerns.
• Collaborate with other departments and clinics to ensure patient’s needs are met.
• Build relationships with external business partners that include physicians, attorneys, nurses, case managers, and other healthcare groups.  
• Engage and productively participate in team meetings, huddles, and training.

Minimum Education Required:

• High School Diploma or equivalent

Minimum Experience Preferred:

• 1 year in a customer service environment with some knowledge of the healthcare industry.
• 1 year of working in an office environment.

Knowledge Skills and Abilities

• Excellent inbound and outbound telephone rapport building skills, assessing the needs of prospective new patients, and communicating the value of ATI Physical Therapy services.      
• Superior communication skills, both written and verbal. 
• Composure, professionalism, friendliness, and empathy in all interactions with callers and team members.  
• Strong attention to detail, superior customer service skills, and ability to multi-task with strong computer skills are necessary with effective critical thinking. 
• Ability to work in a fast-paced and rapidly changing environment.