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ATI Physical Therapy · 14 hours ago

Patient Scheduling- AMT Director of (Contact Center) Operations

United States

Full-time

Remote

Director/Executive

$115K/yr - $150K/yr

7+ years exp

ATI Physical Therapy is a leading provider in patient support and contact center functions. The Director of Access Management Operations is responsible for driving operational excellence and ensuring a seamless patient experience while maximizing referral conversion and scheduling efficiency.

Health CareRehabilitation

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

Qualification

Contact center operationsHealthcare access managementPatient schedulingData analysisCRM toolsLeadership experienceProject managementContinuous improvementAutomation platformsMS OfficeSix Sigma certificationLean Operations certificationInterpersonal skillsCommunication skillsStrategic thinking

Required

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

Preferred

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

Company

ATI Physical Therapy

Glassdoor3.5

With over 25 years’ experience and approximately 850 locations nationwide, ATI Physical Therapy prides itself on being at the forefront of patient care and customer service for the physical therapy industry.

Founded in 1996

Bolingbrook, Illinois, USA

5001-10000 employees