**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_