Sr Regional Manager - Contact Center Back Office Support - Patient Access

ATI Physical Therapy • ,

21h • $72,316 - $94,000 • Remote

About The Position

The Senior Regional Manager Access Management – Back Office Support (Patient Access Contact Center) is a leadership position within ATI Physical Therapy’s Access Management organization. The role provides centralized operational leadership and oversight of non-telephony, manual outbound, and back-office support functions across all Access Centers.

The position is accountable for operational consistency, workforce productivity, referral management, patient access, scheduling conversion, service quality, and accountability across assigned functions. It oversees workflows supporting patients, clinics, and internal business partners, with the goal of reducing barriers to care, minimizing referral leakage, improving scheduling timeliness, and supporting organizational growth.

Building on the responsibilities of the Regional Manager, Access Management Operations, this role has enterprise-wide accountability for centralized support services across geographic regions. Areas of oversight include referral management support, patient portal workflows, access center mailboxes, voicemail management, manual outbound outreach, pending work queues, patient and field escalations, patient compliments, APS services, paid media lead support, and operational onboarding of new client agreements.

The Senior Regional Manager partners with Field Operations, Sales, Workforce Management, Training, Quality, IT, Innovation, Revenue Cycle, Patient Experience, Marketing, and AMT leadership. Through direct leadership of assigned Supervisors and their teams, the role develops leaders, optimizes staffing and workflows, establishes measurable performance standards, drives continuous improvement, and ensures centralized support functions operate effectively and efficiently.

Requirements

• High school diploma or equivalent.
• At least 5 years of progressive leadership experience in contact center operations, healthcare administration, patient access, or related operational environments.
• At least 2 years of experience directly managing Supervisors, managers, or operational teams, with responsibility for performance management, workforce productivity, and service delivery.
• Demonstrated ability to lead, coach, and develop operational leaders and teams while driving accountability, engagement, and sustained performance improvement.
• Strong knowledge of contact center operations, centralized support functions, workforce management principles, productivity measurement, and performance optimization.
• Ability to evaluate complex operational challenges, interpret performance data, establish priorities, and implement solutions that improve efficiency, patient access, and business outcomes.
• Strong analytical, financial, and business acumen, including experience with capacity planning, labor utilization, forecasting, performance reporting, and continuous improvement.
• Excellent verbal and written communication, interpersonal, organizational, and problem-solving skills, with the ability to influence and collaborate across departments and leadership levels.
• Ability to manage competing priorities, lead organizational change, and maintain consistent service delivery in a fast-paced, evolving operational environment.
• Working knowledge of healthcare privacy requirements, including HIPAA, patient experience standards, and applicable operational compliance expectations.
• Proficiency with Microsoft Office applications, operational reporting tools, workforce management systems, and contact center technologies.

Nice To Haves

• Bachelor’s degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent relevant professional experience.
• 7 or more years of progressive operational leadership experience, including multi-site, multi-region, or centralized support operations.
• Experience in healthcare patient access, referral management, centralized scheduling, revenue cycle support, outbound outreach, or non-telephony workflow management.
• Demonstrated experience leading cross-functional initiatives, operational transformation, process improvement, workforce optimization, and technology implementations.
• Lean Six Sigma, Project Management Professional (PMP), Certified Call Center Manager, or comparable operations management or process improvement certification.

Responsibilities

• Direct and oversee centralized non-telephony, referral management, manual outbound, portal, voicemail, access mailbox, pending work, APS, and other assigned support workflows across all Access Centers.
• Establish operational priorities, service standards, and consistent execution to improve scheduling opportunities, referral conversion, and patient access.
• Lead, coach, and develop assigned Supervisors and their teams; set performance expectations, monitor productivity and quality, drive accountability, and support engagement, succession planning, and organizational effectiveness.
• Partner with Workforce Management, Analytics, IT, Training, and Quality to optimize staffing, labor utilization, throughput, workflow efficiency, automation, and scalable support processes.
• Analyze performance trends, identify operational risks, and implement improvements that support organizational goals.
• Oversee assigned patient and field escalations, compliment-line support, complaint investigation coordination, service recovery, and clinic support workflows.
• Partner across functions to resolve patient access barriers, strengthen clinic relationships, and ensure timely issue resolution.
• Oversee assigned paid media lead support, manual outreach, and operational onboarding of new client agreements.
• Coordinate implementation readiness, workflow development, training, performance monitoring, and ongoing support to maximize scheduling opportunities and business growth.

What This Job Offers

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