Contact Center Agent - Patient Access

ATI Physical Therapy • ,

6d • $18 - $23 • Remote

About The Position

As a Call Center Agent (Patient Access Management Agent), you will serve as the first point of care for patients and referral partners, delivering a warm, empathetic experience. You will work in a medium- to high-volume, queue-based call center, following referral intake workflows to schedule appointments, document accounts accurately, complete follow-up work, and collaborate with internal partners. Performance is measured through 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 in a visible, metric-driven setting. Work schedule assignments vary and may change according to business needs, including evenings and weekends.

Requirements

• High school diploma or equivalent.
• Prior customer service experience, ideally in a contact center or call center, with the ability to manage a medium- to high-volume, fast-paced environment (for example, 50 or more calls per day) while maintaining empathy, accuracy, and professionalism.
• Proven success working to KPIs such as quality, adherence, and productivity.
• Excellent inbound and outbound phone skills, including rapport-building, active listening, clear call control, and confident scheduling.
• Strong verbal and written communication, with 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 uncertainty, including scheduling, referrals, and insurance questions.
• Ability to work in a structured, high-accountability remote environment with real-time performance visibility.
• Ability to multitask and navigate multiple applications while engaging callers; proficient typing and computer literacy.
• Ability to meet attendance, quality, productivity, accuracy, conversion, and schedule-adherence expectations and reliably participate 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 PHI and supporting focused, uninterrupted work during scheduled hours.
• 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.
• One or more years of experience in a customer service environment; healthcare or patient access experience is a plus.
• 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 EHR or scheduling systems.
• Bilingual Spanish-language proficiency.

Responsibilities

• 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 information; schedule appointments; support work queues within SLA; and complete accurate, timely documentation and after-call work.
• Communicate with empathy, warmth, and confidence, helping patients schedule promptly and understand next steps, including when barriers exist.
• 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, and maintain strong attendance and punctuality.
• Identify and proactively address barriers to scheduling, guide patients toward solutions, and escalate appropriately to support one-call resolution.
• Participate in huddles, trainings, coaching, and feedback loops, and contribute observations to improve workflows and patient experience.

What This Job Offers

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