Contact Center Agent - Patient Access

ATI Physical Therapy, Inc.; United States; Remote; USD 24,000 - 32,000; Full time

Job summary

ATI Physical Therapy is seeking a remote Call Center Agent (Patient Access Management Agent) to serve as the first contact for patients and referral partners. You will schedule appointments, document accounts, and follow referral intake workflows in a high-volume, KPI-driven setting.

Success requires empathy, accurate data handling, and strong communication across teams, with flexible evening/weekend hours as needed for coverage and service excellence.

Qualifications

• Prior customer service ideally in contact center/call center with medium to high-volume calls.
• KPIs include quality, adherence, productivity.

Responsibilities

• Handle inbound/outbound calls; verify data; schedule appointments; complete documentation.
• Meet KPIs for call volume, productivity, and accuracy; protect PHI and HIPAA compliance.
• Identify and address barriers to scheduling; guide patients to solutions; escalate as needed for one-call resolution.
• Participate in huddles, trainings, coaching, and feedback loops to improve workflows.

Skills

Inbound/Outbound calls

Empathy

Active listening

Data entry

HIPAA compliance

Education

High School Diploma or equivalent

Tools

RingCentral

NICE CXOne

Five9

EHR scheduling systems

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.

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

• 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

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

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ReqID

2026-32009

Job Locations

US

Job Category

Corporate - Operations Support

Pay Class

Full Time