Regional Manager - Contact Center Operations- Patient Access

Overview

The Regional Manager Access Management (Patient Access Contact Center) is responsible for the daily operational performance, leadership, and execution of assigned regional contact center teams within ATI Physical Therapy's Access Management (AMT Connected) organization.

This position provides direct leadership and oversight of regional Supervisors and their teams, with primary responsibility for inbound patient and referring provider interactions, automated outbound calling campaigns, patient scheduling, referral conversion, service quality, colleague engagement, and operational productivity.

The Regional Manager is accountable for ensuring assigned teams effectively manage patient contact opportunities, maximize scheduling conversion, maintain service-level expectations, and deliver a consistent, high-quality patient experience. The role is responsible for monitoring operational performance, identifying barriers to scheduling, coaching leaders, and implementing corrective actions that improve contact center effectiveness.

Working in partnership with Workforce Management, Training, Quality, Field Operations, IT, and other AMT leaders, the Regional Manager supports effective workforce utilization, adherence to established operating procedures, and continuous improvement across inbound and outbound campaign operations.

The position also serves as a primary operational point of contact for assigned Field Leadership and clinics, collaborating to resolve scheduling concerns, improve patient access, and strengthen alignment between AMT and clinic operations.

Through direct leadership of assigned Supervisors, the Regional Manager is responsible for developing high-performing teams, maintaining operational accountability, and supporting ATI's commitment to timely access to care by protecting every scheduling opportunity.

Responsibilities

• Inbound and Outbound Campaign Operations: Direct daily regional contact center operations, including inbound patient and referring provider calls and automated outbound campaigns. Monitor contact volume, queue performance, campaign execution, service levels, scheduling conversion, and patient experience. Ensure timely patient engagement and consistent adherence to established workflows.• Leadership, Talent Development, and Performance Management: Lead, coach, and develop assigned Supervisors and their teams. Establish performance expectations, monitor productivity and quality, drive accountability, and support colleague engagement, succession planning, and organizational effectiveness.• Operational Performance, Workforce Management, and Productivity: Analyze regional performance, staffing utilization, adherence, occupancy, contact handling, and scheduling productivity. Partner with Workforce Management to optimize staffing, address service-level concerns, prioritize inbound and outbound campaign activity, and improve operational efficiency. • Field Partnership, Patient Experience, and Quality: Serve as the operational partner to assigned Field Leadership and clinics. Address regional patient access concerns, scheduling barriers, and service issues. Partner with Quality and Training to reinforce compliance, improve patient interactions, and drive consistent scheduling and service outcomes. • Process Improvement and Operational Execution: Implement established policies, procedures, technology enhancements, and operational initiatives. Identify regional performance gaps, recommend workflow improvements, and partner with AMT leadership and cross-functional teams to improve scheduling outcomes and operational consistency.

Qualifications

Minimum Education Required

• High school diploma or equivalent Preferred:
• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field, or equivalent relevant professional experience.

Minimum Experience Required

• Minimum of 5 years of progressive leadership experience in contact center operations, healthcare administration, patient access, or related operational environments. • Minimum of 2 years of experience directly managing Supervisors, managers, or operational teams with responsibility for performance management, workforce productivity, and service delivery. Preferred:
• Experience managing Supervisors or multiple contact center teams.• Experience overseeing inbound and outbound contact center operations, automated dialing campaigns, workforce management, and scheduling conversion.• Experience using operational reporting, quality assurance, and performance metrics to improve contact center outcomes.• Experience supporting multi-site healthcare operations or centralized patient access services.

Knowledge Skills and Abilities

• Strong understanding of inbound contact center operations, automated outbound campaign management, patient scheduling, and referral conversion.• Demonstrated leadership skills, including coaching, performance management, talent development, and employee engagement.• Ability to interpret operational data, identify performance trends, and implement actionable improvements.• Knowledge of workforce management principles, including service levels, scheduling, staffing, adherence, occupancy, and productivity.• Strong understanding of quality assurance, patient experience expectations, and healthcare privacy requirements, including HIPAA.• Ability to effectively prioritize competing operational demands while maintaining a high standard of patient service.• Excellent verbal and written communication, analytical thinking, problem-solving, and cross-functional collaboration skills.• Ability to build productive working relationships with Field Leadership, clinic teams, and internal business partners.• Proficiency in Microsoft Office applications, contact center platforms, workforce management systems, and operational reporting tools.• Ability to lead teams through operational changes, technology enhancements, and evolving organizational priorities.

Licenses and Certifications Required

• None Preferred:
• Contact Center Management, Lean Six Sigma, or other relevant operations management or leadership certifications.

Virtual Employee?

Yes

Salary Range

$65,741-$74,000 per year