Regional Contact Center Leader - Patient Access

ATI Physical Therapy; United States; Remote; USD 66,000 - 74,000; Full time

Job summary

ATI Physical Therapy is seeking a Regional Manager Access Management to lead regional contact center operations within the Access Management (AMT Connected) organization. You will oversee Supervisors and teams handling patient and provider interactions, dialing campaigns, scheduling, and service quality.

You will partner with Workforce Management, Training, Quality, and IT to improve scheduling conversion, adherence to SOPs, and patient experience across multiple clinics.

Qualifications

• Minimum education includes a high school diploma; a bachelor's degree is preferred.
• At least 5 years of progressive leadership in contact center or healthcare operations.
• Experience managing supervisors and driving performance, productivity, and service quality.

Responsibilities

• Direct regional contact center operations for inbound/outbound calls and campaigns.
• Lead, coach, and develop Supervisors and teams to meet SLAs and quality goals.
• Analyze regional performance and optimize staffing and scheduling.
• Collaborate with Field Leadership and clinics to improve patient access and experience.
• Drive process improvements and ensure adherence to procedures and policies.

Skills

Leadership

Coaching

Analytics

Communication

Education

High school diploma

Bachelor's degree in Business Administration

Tools

Microsoft Office

WFM systems

CRM systems

Job description

ATI Physical Therapy is seeking a Regional Manager Access Management to lead regional contact center operations within the Access Management (AMT Connected) organization. You will oversee Supervisors and teams handling patient and provider interactions, dialing campaigns, scheduling, and service quality.

You will partner with Workforce Management, Training, Quality, and IT to improve scheduling conversion, adherence to SOPs, and patient experience across multiple clinics.