Contact Center Agent

OverviewThe 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.ResponsibilitiesPatient 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 activitiesPerformance, 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.QualificationsMinimum 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 AbilitiesExcellent 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.J-18808-Ljbffr ATI Health