This is a remote, Call Center management position.
Min Experience Required:
- 5+ years working in a healthcare patient intake role or related field.
- 2+ years of team lead experience (management).
- 5+ years’ experience working in a healthcare contact center environment.
- Previous experience managing team leads.
At ATI Physical Therapy, we are committed to helping people live better. We provide convenient access to high-quality care to prevent and treat musculoskeletal (MSK) pain. Our 900+ locations in 24 states and virtual practice operate under the largest single-branded platform built to support standardized clinical guidelines and operating processes.
- Oversee and responsible for day to day operations of various region-specific teams of contact center agents.
- Manage region specific and specialty teams.
- Serve as liaison between Clinic Staff, Access Management Agents, IT, and Clinic Leadership, to resolve issues related to referral intake, registration, and scheduling.
- Continuously analyze departmental needs and develop ways to improve productivity, accuracy, and quality.
- Maintain departmental standards for quality, productivity, and workplace discipline.
- Work with upper management to develop and rollout new policies, workflows, and expectations with all employees.
- Interview candidates for Access Management Agent staff as necessary to maintain appropriate staffing levels to meet Contact Center needs.
- Oversee performance and any related counseling of Access Management Scheduling staff up to and including termination of employment.
- Oversee annual review process for Access Management staff.
- Work alongside the Director to oversee call quality process for Access Management and Clinic Staff
- Responsible for tracking and reporting out on important KPI information as requested by upper management.
- Meets with District and Region leadership frequently to align goals, collaborate, and resolve any concerns related to patient scheduling.
- Develops and maintains standard operating procedures in collaboration with upper management.
- Responsible for PTO management to maintain appropriate phone support at all times.
- Create and maintain a positive atmosphere and high employee morale in the department.
- Comply with ATI standards of operations.
- Adhere to the Core Values of the Company.
- 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.
- High School graduate
- Bachelor’s degree in related field
- 5+ years working in a healthcare patient intake role or related field
- 2+ years of team lead experience (management)
- 5+ years’ experience working in a healthcare contact center environment
- Previous experience managing team leads
- 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