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Dir Access Management Operations

ATI Physical Therapy

United States

On-site

USD 115,000 - 150,000

Full time

4 days ago

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Job summary

ATI Physical Therapy is hiring a Director, WFM Excellence to oversee customer service operations within the Contact Center. The role requires strong leadership skills and a focus on strategic planning to support business goals. Qualified candidates should have extensive experience in call center management, preferably in healthcare, and a commitment to achieving high operational standards.

Qualifications

Bachelor's degree or 8+ years of work experience in a related field.
7+ years of Call Center experience.
4+ years Leadership Experience.

Responsibilities

Lead daily operations of ATI Contact Center teams.
Provide direction and achieve operational metrics.
Enhance operational performance and improve patient experience.

Skills

Leadership

Communication

Customer Service

Problem Solving

Analytical Skills

Education

Bachelor’s degree

Tools

MS Office

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Overview

The Director Access Management Operations creates and implements strategic and operational plans to support business segment customer service goals and programs in support of our consistent focus on customer. This role provides leadership & direction to Team Managers, Supervisors & members of the Onshore Contact Centers, and all day to day operations, allocating resources and developing action plans while ensuring all service metrics and operational results are achieved.

Communicate ATI company goals and metrics with teams to create alignment and deliver high level of customer service.
Responsible for Daily management of ATI Contact Center team, its overall performance and for motivating team to exceed department goals and objectives.
Identify opportunities to enhance operational and technological performance, improve the patient experience, and decrease patient call time and abandonment rate.
Develop and implement strategies to meet and exceed Contact Center benchmarks.
Perform tasks to assure service level requirements are met.
Partner closely with field operations to align on targets and goals. Act as a liaison between field leadership and Contact Center teams
Provide support in training and learning opportunities to ATI & vendor teams.
Assist in the development / modification of employee schedules.
Provide the highest quality of customer service to escalated calls.
Promote ATI’s vision, values & services to all patients & stakeholders.
Assist in maintaining organization wide quality standards.
Report out on and accountable for achieving operational metrics tied to call center performance (i.e. referral conversion).
Leadership/Management
Provides direction to, and accomplishes results through team
Manages the staffing and deployment of assigned resources
Oversees employee learning and development needs
Conducts performance reviews and manages human resource decisions such as hiring, promotions and disciplinary actions.
Other duties as assigned.
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.

Qualifications

Minimum Education

Required

Bachelor’s degree or 8+ years of work experience in a related field.

Min Experience

Required:

7+ years of Call Center experience
4+ years Leadership Experience

Preferred:

Prior experience managing Call Center operations & experience with call management systems & related statistical data preferred.
Healthcare experience

Knowledge Skills And Abilities

Excellent interpersonal skills with strong communication skills (written and verbal) with all levels of the organization
Ability to work with a high degree of independence & confidentiality
Ability to lead people and get results through others
Ability to handle multiple, sometimes competing priorities
Ability to adapt to changing circumstances
Ability to operate with a strong sense of urgency
Ability to analyze and interpret multiple complex data sets
Ability to troubleshoot performance issues
Ability to solve problems across departments
The ability to build and maintain confidence and credibility with all clients and employees.
The ability to maintain a positive work atmosphere by acting and communicating in a manner that results in a positive work relationship with customers, co-workers and managers.
Proficiency in MS Office applications, especially Excel and PowerPoint

Virtual Employee?

Yes

Salary Range

$115,000-$150,000

Location/Org Data : Dept Number

CORPIL

ReqID 2025-25162

Job Locations US-IL-Downers Grove

Job Category Corporate - Operations Support

Pay Class Full Time

Seniority level

Seniority level
Director

Employment type

Employment type
Full-time

Job function

Job function
Human Resources
Industries
Hospitals and Health Care, Medical Practices, and Wellness and Fitness Services

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