Bilingual Contact Center Agent - Patient Access - Spanish-Speaking

ATI Physical Therapy • ,

6d • $18 - $23 • Remote

About The Position

As a Call Center Agent (Patient Access Management Agent), you will be the first point of contact for patients and referral partners, providing a warm, empathetic experience. In a medium- to high-volume, queue-based call center, you will follow referral intake workflows to schedule appointments, document accounts accurately, complete follow-up work, and collaborate with internal partners. Performance is measured using call center KPIs, including quality, schedule adherence, productivity, accuracy, and conversion.

This is a remote role requiring high engagement, self-discipline, and consistent availability in a real-time, queue-based environment. Agents are expected to participate actively throughout scheduled work hours and be comfortable in a structured, metric-driven setting. Work schedules vary and may change based on business needs, including evenings and weekends. Spanish-language proficiency is preferred.

Requirements

• High school diploma or equivalent.
• Prior customer service experience; contact center or call center experience is ideal.
• Ability to manage a medium- to high-volume, fast-paced call environment, such as 50 or more calls per day, while maintaining empathy, accuracy, and professionalism.
• Proven ability to work to KPIs, including quality, adherence, and productivity.
• Excellent inbound and outbound phone skills, including rapport building, active listening, call control, and confident scheduling.
• Strong verbal and written communication skills and the ability to create accurate, concise account notes.
• Professionalism, empathy, and emotional intelligence in a fast-paced, metrics-driven environment.
• Ability to take ownership of conversations and guide patients through scheduling, referrals, insurance questions, and uncertainty.
• Comfort working in a structured, high-accountability remote environment with real-time performance visibility.
• Ability to multitask and navigate multiple applications while speaking with callers; proficient typing and computer literacy.
• Ability to meet attendance, quality, productivity, accuracy, conversion, and schedule-adherence expectations and participate reliably in assigned schedules, huddles, coaching, and training.
• Understanding of and compliance with HIPAA and organizational privacy and security policies.
• A designated, distraction-free remote workspace suitable for handling protected health information and focused, uninterrupted work.
• Stable hardwired internet connection with a minimum speed of 75 Mbps.

Nice To Haves

• Some accredited post-secondary education, ideally medical office-related coursework such as medical terminology.
• At least 1 year of customer service experience.
• Healthcare or patient access experience.
• Remote work experience and strong self-management, communication, and technical skills for virtual operations.
• Familiarity with contact center platforms such as RingCentral, NICE CXOne, or Five9, and with EHR or scheduling systems.
• Spanish-language proficiency.

Responsibilities

• Handle medium- to high-volume inbound and outbound calls from patients and referral sources, following approved scripts and referral intake workflows.
• Verify and capture required information, schedule appointments, support work queues within service-level agreements, and complete accurate, timely documentation and after-call work.
• Communicate with empathy, warmth, and confidence, providing timely scheduling and clear next steps, including when barriers arise.
• Meet individual KPI benchmarks for call and referral volume, productivity, and accuracy while safeguarding protected health information and complying with HIPAA.
• Follow assigned schedules, breaks, and meetings, and maintain strong attendance and punctuality.
• Identify and proactively address scheduling barriers, guide patients toward solutions, and escalate issues appropriately to support one-call resolution.
• Participate in huddles, training, coaching, and feedback activities, and share process observations to help improve workflows and patient experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED