ATI Physical Therapy

Compensation

Full Description

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. • 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. Qualifications • Bachelor’s degree or 8+ years of equivalent experience in contact center operations, healthcare access, or customer experience leadership (Required) • Master’s degree in Business, Healthcare Administration, or related field (Preferred) • 7+ years of call center or patient support operations experience (Required) • 4+ years of leadership experience managing large teams and multi-site operations (Required) • Experience in healthcare access management, patient scheduling, or referral operations (Preferred) • Proven success driving measurable business growth (conversion, retention, or satisfaction) (Preferred) • Experience leading through change, implementing new systems, or transforming service models (Preferred) Knowledge Skills and Abilities • 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 Licenses and Certifications • Certification in Contact Center Management, Six Sigma, or Lean Operations (Preferred) Virtual Employee? Yes Salary Range $115,000-$150,000 Location/Org Data : Dept Number CORPIL