Sr Regional Manager - Contact Center Back Office Support - Patient Access

ATI Physical Therapy; Downers Grove (IL); Hybrid; USD 72,000 - 94,000; Full time

Benefits offered by this job

Virtual employee

Job summary

ATI Physical Therapy is seeking a Senior Regional Manager, Access Management, to lead centralized back-office support and non-telephony workflows across Access Centers. You will set priorities, coach Supervisors, optimize staffing, and drive improvements in patient access, scheduling conversion, and referral management.

This role partners with Field Ops, Sales, IT, and Quality to align patient access objectives with business goals, while expanding enterprise-wide capabilities and ensuring

Qualifications

• Requires high school diploma or equivalent.
• Bachelor's degree preferred in Business Administration, Healthcare Administration, Operations Management, or related field.
• 5+ years leadership in contact center operations or healthcare administration.
• 2+ years managing Supervisors/Managers with performance and workforce responsibilities.
• Experience leading cross-functional initiatives and process improvements.

Responsibilities

• Direct and oversee centralized non-telephony, referral management, manual outbound, portal, voicemail, access mailbox, pending work, APS, and other support workflows.
• Lead, coach, and develop Supervisors and teams; set performance expectations and monitor productivity.
• Partner with Workforce Management, Analytics, IT, Training, and Quality to optimize staffing, throughput, and automation.
• Oversee patient and field escalations, compliments, complaints, and clinic support workflows to resolve access barriers.
• Oversee paid media lead support, manual outreach, and onboarding of new client agreements for growth.

Skills

Leadership & coaching

Contact center operations

Workforce management

Performance improvement

Cross-functional collaboration

Education

High school diploma or equivalent

Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field

Tools

Microsoft Office

Operational reporting tools

Workforce management systems

Job description

Overview

The Senior Regional Manager Access Management - Back Office Support (Patient Access Contact Center) is a key leadership position within ATI Physical Therapy's Access Management (AMT Connected) organization. This role provides centralized operational leadership and oversight of non-telephony, manual outbound, and back-office support functions across all Access Centers.

The position is responsible for ensuring operational consistency, workforce productivity, referral management, patient access, scheduling conversion, service quality, and accountability across assigned functions. By overseeing workflows that support patients, clinics, and internal business partners, the Senior Regional Manager plays a critical role in reducing barriers to care, minimizing referral leakage, improving scheduling timeliness, and supporting organizational growth.

Building upon the responsibilities of the Regional Manager, Access Management Operations, this position carries expanded enterprise-wide accountability for centralized support services that operate across geographic regions. Responsibilities include referral management support, patient portal workflows, access center mailboxes, voicemail management, manual outbound outreach, pending work queues, patient and field escalations, patient compliments, APS services, paid media lead support, and operational onboarding of new client agreements.

The Senior Regional Manager serves as a key operational partner to Field Operations, Sales, Workforce Management, Training, Quality, IT, Innovation, Revenue Cycle, Patient Experience, Marketing, and AMT leadership to ensure alignment between patient access objectives, business priorities, and operational execution.

Through direct leadership of assigned Supervisors and their teams, this position is accountable for developing leaders, optimizing staffing and workflows, establishing measurable performance standards, driving continuous improvement, and ensuring centralized support functions operate efficiently and effectively.

Responsibilities

• Enterprise Back Office Operations Management: Direct and oversee centralized non-telephony, referral management, manual outbound, portal, voicemail, access mailbox, pending work, APS, and other assigned support workflows across all Access Centers. Establish operational priorities, service standards, and consistent execution to improve scheduling opportunities, referral conversion, and patient access
• Leadership, Talent Development, and Performance Management: Lead, coach, and develop assigned Supervisors and their teams. Establish performance expectations, monitor productivity and quality, drive accountability, and support colleague engagement, succession planning, and organizational effectiveness.
• Operational Strategy, Workforce Optimization, and Continuous Improvement: Partner with Workforce Management, Analytics, IT, Training, and Quality to optimize staffing, labor utilization, throughput, workflow efficiency, automation, and scalable support processes. Analyze performance trends, identify operational risks, and implement improvements supporting organizational goals.
• Patient Experience, Field Partnerships, and Escalation Management: Oversee assigned patient and field escalations, compliment line support, complaint investigation coordination, service recovery, and clinic support workflows. Partner cross-functionally to resolve patient access barriers, strengthen clinic relationships, and ensure timely issue resolution.
• Business Growth, Lead Management, and New Client Implementation: Oversee assigned paid media lead support, manual outreach, and operational onboarding of new client agreements. Coordinate implementation readiness, workflow development, training, performance monitoring, and ongoing support to maximize scheduling opportunities and business growth.

Qualifications

Minimum Education

Required:

• High school diploma or equivalent

Preferred:

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent relevant professional experience.

Minimum Experience

Required:

• Minimum of 5 years of progressive leadership experience in contact center operations, healthcare administration, patient access, or related operational environments.
• Minimum of 2 years of experience directly managing Supervisors, managers, or operational teams with responsibility for performance management, workforce productivity, and service delivery.

Preferred:

• 7 or more years of progressive operational leadership experience, including multi-site, multi-region, or centralized support operations.
• Experience in healthcare patient access, referral management, centralized scheduling, revenue cycle support, outbound outreach, or non-telephony workflow management.
• Demonstrated experience leading cross-functional initiatives, operational transformation, process improvement, workforce optimization, and technology implementations.

Knowledge Skills and Abilities

• Demonstrated ability to lead, coach, and develop operational leaders and teams while driving accountability, engagement, and sustained performance improvement.
• Strong knowledge of contact center operations, centralized support functions, workforce management principles, productivity measurement, and performance optimization.
• Ability to evaluate complex operational challenges, interpret performance data, establish priorities, and implement solutions that improve efficiency, patient access, and business outcomes.
• Strong analytical, financial, and business acumen, including experience with capacity planning, labor utilization, forecasting, performance reporting, and continuous improvement.
• Excellent verbal and written communication, interpersonal, organizational, and problem-solving skills, with the ability to influence and collaborate across multiple departments and leadership levels.
• Ability to manage competing priorities, lead organizational change, and maintain consistent service delivery in a fast-paced, evolving operational environment.
• Working knowledge of healthcare privacy requirements, including HIPAA, patient experience standards, and applicable operational compliance expectations.
• Proficiency with Microsoft Office applications, operational reporting tools, workforce management systems, and contact center technologies.

Licenses and Certifications

Required:

• None

Preferred:

• Lean Six Sigma, Project Management Professional (PMP), Certified Call Center Manager, or comparable operations management or process improvement certification.

Virtual Employee?

Yes

Salary Range

$72,316-$94,000

Job Locations

US

Job Category

Corporate - Operations Support

Pay Class

Full Time