Dir Access Management Operations

The Director of Access Management Operations is a strategic, growth-minded leader responsible for driving operational excellence, innovation, and business impact across ATI’s patient support and contact center functions. This role oversees day-to-day operations and long-term strategic initiatives, ensuring a seamless and compassionate patient experience while maximizing referral conversion, scheduling efficiency, and overall business growth. The ideal candidate is a self-starter who thrives in a fast-paced environment, demonstrates curiosity and analytical rigor, and leads with purpose and accountability. They will champion continuous improvement, implement modern technologies and best practices, and inspire teams to deliver industry-leading performance.

• Communicate ATI’s company goals, growth targets, and innovation priorities with teams to create alignment and deliver an exceptional patient experience.
• Lead and motivate ATI’s Contact Center team to consistently exceed service and conversion metrics, driving measurable business impact.
• Identify and execute opportunities to enhance operational and technological performance, streamline patient access, and improve referral-to-schedule conversion rates.
• Design and implement scalable strategies that balance service excellence with operational efficiency and revenue growth.
• Perform tasks to assure service-level agreements (SLAs) and quality requirements are met or exceeded.
• Partner closely with Field Operations, Marketing, and Business Development teams to align on performance goals and patient acquisition strategies.
• Provide ongoing training and development to ATI and vendor teams, fostering a culture of learning, accountability, and curiosity.
• Oversee the development and optimization of employee schedules, ensuring appropriate resource allocation to meet demand.
• Handle escalated patient interactions with empathy and professionalism, serving as a role model for service excellence.
• Promote ATI’s vision, values, and services to all patients, partners, and stakeholders.
• Maintain organizational quality standards and drive initiatives that improve first-call resolution, reduce patient effort, and enhance satisfaction.
• Report and analyze operational metrics tied to referral conversion, scheduling adherence, and patient engagement outcomes.
• Leverage data-driven insights and automation tools to identify trends, forecast needs, and inform strategic decisions.
• Champion innovation by piloting new technologies, workflows, and partnerships that advance ATI’s access management capabilities.
• Provide strong leadership to direct reports, ensuring clarity of vision, accountability, and professional development.
• Act as a strategic thought partner to executive leadership, contributing to enterprise-level planning and growth initiatives.
• Perform other duties as assigned.

Minimum Education
Required:
• Bachelor’s degree or 8+ years of equivalent experience in contact center operations, healthcare access, or customer experience leadership
Preferred:
• Master’s degree in Business, Healthcare Administration, or related field

Minimum Experience
Required:
• 7+ years of call center or patient support operations experience
• 4+ years of leadership experience managing large teams and multi-site operations
Preferred:
• Experience in healthcare access management, patient scheduling, or referral operations
• Proven success driving measurable business growth (conversion, retention, or satisfaction)
• Experience leading through change, implementing new systems, or transforming service models

Knowledge Skills and Abilities
• Excellent interpersonal and communication skills across all levels of the organization
• Strategic thinker with a bias for action, innovation, and continuous improvement
• Ability to lead with minimal supervision and operate with autonomy
• Strong analytical skills with the ability to translate complex data into clear, actionable strategies
• Demonstrated ability to inspire, develop, and retain high-performing teams
• Strong project management and organizational skills
• Ability to balance multiple priorities in a dynamic environment
• Proficiency in MS Office, CRM tools, contact center analytics, and automation platforms
• Passion for improving the patient experience and redefining access excellence

Licenses and Certifications
Required:
•
Preferred:
• Certification in Contact Center Management, Six Sigma, or Lean Operations