Bilingual Contact Center Agent - Patient Access - Spanish-Speaking

ATI Physical Therapy, Inc.; Oregon; Hybrid; USD 24,000 - 32,000; Full time

Job summary

ATI Physical Therapy, Inc. is seeking a Call Center Agent (Patient Access Management) to serve as the first point of contact for patients and referral partners.

The role involves handling medium-to-high-volume calls, documenting accounts, scheduling appointments, and ensuring data accuracy in a remote, KPI-driven setting. Qualified candidates show empathy, strong communication, and a patient-focused approach.

Qualifications

• High School Diploma or equivalent is required.
• Post-secondary education in medical office-related coursework is preferred.
• Experience in customer service in a fast-paced call center with 50+ calls/day is expected.
• 1+ year in customer service; healthcare/patient access a plus; remote work experience is a plus.
• Familiarity with contact center platforms and EHR/scheduling systems is preferred.

Responsibilities

• Handle inbound/outbound calls; schedule appointments; document data; follow workflows to meet SLA.
• Meet KPIs for call volume, productivity, accuracy; safeguard PHI and HIPAA compliance.
• Identify barriers to scheduling and guide patients to solutions; escalate as needed for one-call resolution.
• Participate in huddles, trainings, and feedback to improve workflows and patient experience.

Skills

Empathy

Active listening

Communication

Data accuracy

HIPAA knowledge

Education

High School diploma or equivalent

Post-secondary education in medical office coursework

Tools

RingCentral

NICE CXOne

Five9

Job description

Overview

As a Call Center Agent (Patient Access Management Agent), you will serve as the first point of care for patients and referral partners, delivering an exceptional, warm, and empathetic experience on every interaction. Working in a medium to high-volume, queue-based call center, you will follow ATI’s referral intake workflows to schedule appointments, accurately document accounts, complete follow-up work, and collaborate with internal partners. Success is measured through call center KPIs (quality, schedule adherence, productivity, accuracy, and conversion). This is a remote role that requires high engagement, self-discipline, and consistent availability in a real-time, queue-based environment. Success in this role requires active participation throughout scheduled work hours and comfort working in a highly visible, metric-driven setting. Work schedule assignments vary and may change according to business need including evenings and weekends. Bilingual, Spanish-language proficiency is preferred for this position.

Responsibilities

• Patient Intake & Scheduling (Inbound/Outbound) – Handle medium to high-volume inbound and outbound calls from patients and referral sources; follow approved scripts and referral intake workflows; verify and capture required data; schedule appointments; support all work queues within SLA; complete accurate, timely documentation and after-call work (ACW). Demonstrate empathy, warmth, and confidence on every call, with timely scheduling and clear next steps, even when barriers exist.
• Performance, Compliance & Data Accuracy – Meet individual KPI benchmarks for call/referral volume, productivity, and accuracy while safeguarding PHI and complying with HIPAA. Adhere to assigned schedules, breaks, and meetings; maintain strong attendance and punctuality.
• Issue Resolution & Escalation – Identify and proactively address barriers to scheduling; guide patients toward solutions using clear, compassionate communication, escalating appropriately to support one-call resolution
• Team Operations & Development – Actively participate in huddles, trainings, coaching, and feedback loops; contribute process observations to improve workflows and patient experience.

Qualifications

Minimum Education

Required:

• High School Diploma or equivalent

Preferred:

• Some accredited post-secondary education preferred, ideally in medical office–related coursework (e.g., medical terminology)

Minimum Experience

Required:

• Prior customer service ideally in contact center/call center experience with the ability to manage a medium to high-volume, fast-paced call environment (e.g., 50+ calls per day) while maintaining empathy, accuracy, and professionalism
• Proven success working from KPIs (quality, adherence, productivity)

Preferred:

• 1+ year in a customer service environment; healthcare or patient access experience a plus.
• Remote work experience with strong self-management, communication, and technical skills to support virtual operations.
• Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems.
• Bilingual, Spanish-language proficiency is preferred for this position.

Knowledge Skills and Abilities

• Excellent inbound/outbound phone skills: rapport building, active listening, clear call control, and confident scheduling
• Strong verbal and written communication; accurate, concise account notations
• Consistent professionalism, empathy, and emotional intelligence in a fast‑paced, metrics‑driven environment — even during high volume or challenging interactions
• Demonstrates genuine care for patient outcomes, not just task completion
• Brings energy, warmth, and professionalism to every interaction, regardless of call volume
• Comfortable taking ownership of conversations and leading patients through uncertainty (e.g., scheduling, referrals, insurance questions)
• Thrives in a highly structured, high-accountability remote environment with real-time performance visibility
• Multitasking & systems navigation: work across multiple applications while engaging the caller; proficient typing and computer literacy are essential
• Consistently meets attendance, quality, productivity, accuracy, conversion, and schedule adherence expectations
• Reliable participation in assigned schedules, huddles, coaching, and training
• Compliance: Understands and follows HIPAA and organizational privacy/security policies
• Workspace: Designated, distraction‑free area suitable for handling PHI in a remote setting. Workspace must support focused, uninterrupted work during scheduled hours
• Connectivity: Agents must maintain a stable, hardwired internet connection with a minimum speed of 75 Mbps to ensure reliable performance

Virtual Employee?

Yes

Salary Range

$17.50-$22.91 per hour