Contact Center Agent - Patient Access

ATI Physical Therapy, Inc.; Oregon; Hybrid; USD 24.000 - 32.000; Vollzeit

Zusammenfassung

ATI Physical Therapy is seeking a Call Center Agent (Patient Access Management Agent) to be the first point of care for patients and referral partners, delivering an exceptional, warm, and empathetic experience on every interaction.

In a medium-to-high-volume queue-based environment, you will schedule appointments, document accounts, complete follow-up work, and collaborate with internal partners while maintaining HIPAA compliance and patient privacy.

Qualifikationen

• Minimum education: High School Diploma or equivalent.
• Preferred: some accredited post-secondary education in medical terminology or related field.

Aufgaben

• Handle medium to high-volume inbound/outbound calls; verify data and schedule appointments.
• Meet KPI benchmarks for call volume, productivity, and accuracy while safeguarding PHI/HIPAA.
• Identify barriers to scheduling and escalate to resolve with clear, compassionate communication.
• Participate in huddles, trainings, coaching, and feedback loops to improve workflows.

Kenntnisse

Customer service

Communication

Empathy

Attention to detail

Ausbildung

High School Diploma or equivalent

Tools

RingCentral

NICE CXOne

Five9

EHR scheduling systems

Jobbeschreibung

OverviewAs 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.

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

Virtual Employee?

Yes

Salary Range

$17.50-$22.91 per hour