Manager, Call Center - Patient Access Management Operations

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.

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 Staff
• Responsible 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.

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 managers
• Proficient in ATI’s application suite (e.g. Touchstone, Scheduler)
• Strong communication skills up, down and across the management chain
• Proficient with Microsoft word, Excel, Power Point and Teams
• Works well in a team environment
• Strong time management skills
• Ability to organize and manage multiple priorities
• Strong presentation skills
• Strong executive presence
• Maintain a positive attitude despite challenges
• Strong leadership ability
• Able to motivate others to do their best
• Able to modify teaching style based on learner’s needs