Contact Center Agent I - Patient Access - Remote

Overview

The Access Management Agent I (Contact Center Agent) serves 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, this role follows 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 vary according to business need. We are seeking candidates with open schedule availability 6:00am to 10:00pm Mondays through Fridays with occasional Saturdays.

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.
• Maintain a minimum quality score of ≥75% across all audited activities
• 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.

Qualifications

• Minimum Education – High School Diploma or equivalent.
• Preferred Education – Some accredited post‑secondary education preferred, ideally in medical office‑related coursework (e.g., medical terminology).
• Minimum Experience – 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).
• Preferred Experience – 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.
• Knowledge, Skills, and Abilities
  • 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 75Mbps to ensure reliable performance.