Supervisor, Patient Access Management Operations Call Center Full Time

Job Description

Overview:
Grow your career with ATI Physical Therapy! We are the largest physical therapy company under one brand name in the U.S., but also pride ourselves on our small-practice, family-like atmosphere

As Access Management Operations Supervisor, you 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. You 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.

• This is a remote position supporting the Indiana and Alabama markets.
• Saturday hours may be required.

What you bring to be successful:

• Experience with patient referral intake in the Indiana and Alabama markets highly desired.
• Experience in a healthcare patient intake role or related field required.
• Team lead experience (management) required.
• Experience working in a healthcare contact center/call center environment preferred.
• Previous experience managing team leads preferred.

ATI offers an attractive total compensation package with best in class, customizable benefits plan including:

• Medical, Dental, Vision Insurance
• An exceptional 401k plan.
• At ATI, we care about your work life balance. We want you to enjoy your time away from work by utilizing our competitive PTO plan.
• Personal (PTO)
• Sick (Be Well)
• Paid holidays

Responsibilities:

• 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.

Qualifications:
Minimum Education

Required

• High School graduate

Preferred

• 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)

Preferred:

• 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

ATI Physical Therapy