Contact Center Agent - Bilingual, Spanish-Speaking

ATI Physical Therapy•,

5d•$18 - $23•Remote

About The Position

As an Access Management Agent (Contact Center Agent), you will serve as the first point of care for patients and referral partners, delivering an exceptional, warm, and empathetic experience on every interaction. Working in a medium to high-volume, queue-based call center, you will follow ATI’s referral intake workflows to schedule appointments, accurately document accounts, complete follow-up work, and collaborate with internal partners. Success is measured through call center KPIs (quality, schedule adherence, productivity, accuracy, and conversion). This is a remote role that requires high engagement, self-discipline, and consistent availability in a real-time, queue-based environment. Success in this role requires active participation throughout scheduled work hours and comfort working in a highly visible, metric-driven setting. Work schedule hours may vary and change according to business need between the hours of 6:00am to 10:00pm. We are considering candidates with open work schedule availability 6:00am-10:00pm weekdays. We are considering candidate who are bilingual, Spanish-speaking. We offer a competitive compensation package with an incentive plan, and comprehensive benefits, including: Paid Time Off: Generous PTO, holiday pay, CEU, and “Be Well Days” to recharge, prioritize mental and physical health. Medical, Dental & Vision Coverage: Flexible plan options. 401(k) Match: Competitive employer matching. Childcare Tuition Assistance: Discounted rates. Health Savings & Flexible Spending Accounts: Tax-saving options. Short- & Long-Term Disability: 100% employer paid income protection plans. Life Insurance: Employer-paid and voluntary options. Parental Leave & Adoption Assistance: Paid time for new parents and support for adoption costs. Wellness Programs: Including weight-loss and lifestyle coaching, digital mental-health support, and 24/7 virtual telehealth access. Corporate Discounts: Exclusive deals for employees. And more! Click here for the complete list of benefit offerings NEW 2026 benefit! If you’re passionate about patient care and eager to work with a Great Place To Work Certified team, we’d love to hear from you!

Requirements

High School Diploma or equivalent
Prior customer service ideally in contact center/call center experience with the ability to manage a medium to high-volume, fast-paced call environment (e.g., 50+ calls per day) while maintaining empathy, accuracy, and professionalism
Proven success working from KPIs (quality, adherence, productivity)
Excellent inbound/outbound phone skills: rapport building, active listening, clear call control, and confident scheduling
Strong verbal and written communication; accurate, concise account notations
Consistent professionalism, empathy, and emotional intelligence in a fast-paced, metrics-driven environment — even during high volume or challenging interactions
Demonstrates genuine care for patient outcomes, not just task completion
Brings energy, warmth, and professionalism to every interaction, regardless of call volume
Comfortable taking ownership of conversations and leading patients through uncertainty (e.g., scheduling, referrals, insurance questions)
Thrives in a highly structured, high-accountability remote environment with real-time performance visibility
Multitasking & systems navigation: work across multiple applications while engaging the caller; proficient typing and computer literacy are essential
Consistently meets attendance, quality, productivity, accuracy, conversion, and schedule adherence expectations
Reliable participation in assigned schedules, huddles, coaching, and training
Compliance: Understands and follows HIPAA and organizational privacy/security policies
Workspace: Designated, distraction-free area suitable for handling PHI in a remote setting. Workspace must support focused, uninterrupted work during scheduled hours
Connectivity: Agents must maintain a stable, hardwired internet connection with a minimum speed of 75 Mbps to ensure reliable performance.

Nice To Haves

Some accredited post-secondary education preferred, ideally in medical office–related coursework (e.g., medical terminology)
1+ year in a customer service environment; healthcare or patient access experience a plus.
Remote work experience with strong self-management, communication, and technical skills to support virtual operations.
Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems.
Bilingual, Spanish-Speaking highly preferred.

Responsibilities

Patient Intake & Scheduling (Inbound/Outbound) – Handle medium to high-volume inbound and outbound calls from patients and referral sources; follow approved scripts and referral intake workflows; verify and capture required data; schedule appointments; support all work queues within SLA; complete accurate, timely documentation and after-call work (ACW). Demonstrate empathy, warmth, and confidence on every call, with timely scheduling and clear next steps, even when barriers exist.
Performance, Compliance & Data Accuracy – Meet individual KPI benchmarks for call/referral volume, productivity, and accuracy while safeguarding PHI and complying with HIPAA. Adhere to assigned schedules, breaks, and meetings; maintain strong attendance and punctuality.
Issue Resolution & Escalation – Identify and proactively address barriers to scheduling; guide patients toward solutions using clear, compassionate communication, escalating appropriately to support one-call resolution.
Team Operations & Development – Actively participate in huddles, trainings, coaching, and feedback loops; contribute process observations to improve workflows and patient experience.