Supervisor - Access Management Operations

ATI Health; United States; Remote; USD 52,000 - 63,000; Full time

Job summary

ATI Health is seeking an Access Management Operations Supervisor to oversee patient referral intake processes and manage Access Management Agents. This role involves ensuring exceptional customer service, monitoring productivity, and collaborating with clinical staff to enhance operational efficiency. Candidates should have a strong background in healthcare operations and team management.

Qualifications

• 2+ years in a healthcare patient intake role required.
• 1+ year as a senior agent or team lead required.
• 5+ years in a healthcare contact center preferred.

Responsibilities

• Oversee day-to-day operations of patient referral intake process.
• Responsible for Agent hiring, training, and performance management.
• Serve as liaison between clinic staff and Access Management Agents.

Skills

Strong communication skills

Strong leadership ability

Time management skills

Ability to organize and manage multiple priorities

Professional presence

Education

High School diploma

Bachelor’s degree in related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

ATI’s application suite

Job description

Overview

The Access Management Operations Supervisor will oversee day-to-day operations of patient referral intake process and all Access Management Agents, including daily contact with patients, clinical staff, physician offices and other healthcare providers. This individual will also be responsible for monitoring productivity, quality metrics, and SLA performance. Responsible for the overall patient referral intake process, this position involves friendly and courteous, direct patient contact via telephone, as well as friendly contact with all clinic staff. Saturday hours may be required.

Responsibilities

• Responsible for all aspects of Agent hiring, training, and termination for their span of control within the broader department.

• Serve as liaison between Clinic Staff, and Access Management Agents to resolve issues related to referral intake, registration, and scheduling

• Continuously analyze departmental needs and suggest ways to improve productivity, accuracy, and quality; while communicating new policies, workflows and expectations with all direct reports.

• Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members to maintain department standards for quality, SLA adherence, and workplace discipline

• Responsible for handling issues escalated by Agents or patients through to resolution.

• Oversee day to day Agent performance management along with overseeing the annual review process for Access Management Agent staff

• Partner with field operations district leaders to align on goals, targets, and market needs

• Provide ongoing monitoring of quality provided by Access Management Agent Staff in partnership with QA teams. Support training of for Access Management direct reports in partnership with department Trainers.

Qualifications

Minimum Education

Required:

• High School graduate

Preferred:

• Bachelor’s degree in related field

Minimum Experience

Required:

• 2+ years working in a healthcare patient intake role or related field

• 1+ year experience as a senior agent or relevant experience as a team lead

Preferred:

• 5+ years’ experience working in a healthcare contact center environment

• Previous experience managing teams of 20+ employees in a remote setting.

• History of managing metrics and patient outcomes

Knowledge Skills and Abilities

• Professional presence – with both peers and managers

• Proficient in ATI’s application suite (e.g. Touchstone, Scheduler)

• Strong communication skills up, down and across the management chain

• Proficient with Microsoft word, Excel, Power Point and Teams

• Works well in a team environment

• Strong time management skills

• Ability to organize and manage multiple priorities

• Strong presentation skills

• Strong executive presence

• Maintain a positive attitude despite challenges

• Strong leadership ability

• Able to motivate others to do their best

• Able to modify teaching style based on learner’s needs

Virtual Employee?

Yes

Salary Range

$52475-$62824 Annual

Location/Org Data : Dept Number

CORPIL

ReqID 2025-25043

Job Locations US-IL-Downers Grove

Job Category Corporate - Operations Support

Pay Class Full Time