Dir Access Management Operations

ATI Physical Therapy•Downers Grove, IL

51d•$115,000 - $150,000•Remote

About The Position

The Director of Access Management Operations is a strategic, growth-minded leader responsible for driving operational excellence, innovation, and business impact across ATI’s patient support and contact center functions. This role oversees day-to-day operations and long-term strategic initiatives, ensuring a seamless and compassionate patient experience while maximizing referral conversion, scheduling efficiency, and overall business growth. The ideal candidate is a self-starter who thrives in a fast-paced environment, demonstrates curiosity and analytical rigor, and leads with purpose and accountability. They will champion continuous improvement, implement modern technologies and best practices, and inspire teams to deliver industry-leading performance.

Requirements

Bachelor’s degree or 8+ years of equivalent experience in contact center operations, healthcare access, or customer experience leadership
7+ years of call center or patient support operations experience
4+ years of leadership experience managing large teams and multi-site operations
Excellent interpersonal and communication skills across all levels of the organization
Strategic thinker with a bias for action, innovation, and continuous improvement
Ability to lead with minimal supervision and operate with autonomy
Strong analytical skills with the ability to translate complex data into clear, actionable strategies
Demonstrated ability to inspire, develop, and retain high-performing teams
Strong project management and organizational skills
Ability to balance multiple priorities in a dynamic environment
Proficiency in MS Office, CRM tools, contact center analytics, and automation platforms
Passion for improving the patient experience and redefining access excellence

Nice To Haves

Master’s degree in Business, Healthcare Administration, or related field
Experience in healthcare access management, patient scheduling, or referral operations
Proven success driving measurable business growth (conversion, retention, or satisfaction)
Experience leading through change, implementing new systems, or transforming service models
Certification in Contact Center Management, Six Sigma, or Lean Operations

Responsibilities

Communicate ATI’s company goals, growth targets, and innovation priorities with teams to create alignment and deliver an exceptional patient experience.
Lead and motivate ATI’s Contact Center team to consistently exceed service and conversion metrics, driving measurable business impact.
Identify and execute opportunities to enhance operational and technological performance, streamline patient access, and improve referral-to-schedule conversion rates.
Design and implement scalable strategies that balance service excellence with operational efficiency and revenue growth.
Perform tasks to assure service-level agreements (SLAs) and quality requirements are met or exceeded.
Partner closely with Field Operations, Marketing, and Business Development teams to align on performance goals and patient acquisition strategies.
Provide ongoing training and development to ATI and vendor teams, fostering a culture of learning, accountability, and curiosity.
Oversee the development and optimization of employee schedules, ensuring appropriate resource allocation to meet demand.
Handle escalated patient interactions with empathy and professionalism, serving as a role model for service excellence.
Promote ATI’s vision, values, and services to all patients, partners, and stakeholders.
Maintain organizational quality standards and drive initiatives that improve first-call resolution, reduce patient effort, and enhance satisfaction.
Report and analyze operational metrics tied to referral conversion, scheduling adherence, and patient engagement outcomes.
Leverage data-driven insights and automation tools to identify trends, forecast needs, and inform strategic decisions.
Champion innovation by piloting new technologies, workflows, and partnerships that advance ATI’s access management capabilities.
Provide strong leadership to direct reports, ensuring clarity of vision, accountability, and professional development.
Act as a strategic thought partner to executive leadership, contributing to enterprise-level planning and growth initiatives.
Perform other duties as assigned.