Supervisor- Call Center- Patient Access Operations

at ATI Physical Therapy in Bolingbrook, Illinois, United States

Job Description


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 and quality metrics. 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.

This is a remote position.


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

+ 1+ years of team lead experience (management).

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

+ Previous experience managing team leads preferred.

ATI Physical Therapy is the largest outpatient physical therapy company under one brand, growing to over 900 locations in 24 states.


+ Create and maintain a positive atmosphere and high employee morale in the department.

+ The qualified candidate will be an energetic person, ready to work in a fast-paced, high call volume environment.

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

+ Maintain departmental standards for quality, productivity, and workplace discipline.

+ Continuously analyze departmental needs and suggest ways to improve productivity, accuracy, and quality.

+ Communicate new policies, workflows, and expectations with all employees.

+ Demonstrate a dedication to exceptional customer service and company goals. Drive this expectation to department team members.

+ Interview candidates for Access Management Agent staff as necessary.

+ Oversee training for Access Management Agent staff.

+ Oversee performance and any related counseling of Access Management Agent staff, up to and including recommendation for termination of employment.

+ Oversee 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 and team leads

  • 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.


Minimum Education


+ High School graduate


+ Bachelor’s degree in related field

Min Experience Required:

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

+ 1+ years of team lead experience (management)


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

+ Previous experience managing team leads

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?


Job Locations US-IL-Bolingbrook

ReqID 2024-19198

Job Category Corporate – Operations Support

Pay Class Full Time

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Job Posting: JC257232559

Posted On: Mar 23, 2024

Updated On: May 15, 2024

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