Job Details

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

Required:

• High School Diploma or equivalent

Preferred:

• Some accredited post-secondary education preferred, ideally in medical office-related coursework (e.g., medical terminology)

Minimum Experience Required:

• 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:

• 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 75 Mbps to ensure reliable performance

Virtual Employee?

Yes

Salary Range

$17.50-$22.74 per hour

Location/Org Data : Dept Number

CORPIL

ReqID 2026-28069

Job Locations US-IL-Downers Grove

Job Category Corporate - Operations Support

Pay Class Full Time