ATI Physical Therapy Access Management Agent III in Bolingbrook, Illinois
The Access Management Agent III role will assist the Access Management Supervisor in the oversight of day-to-day operations, including monitoring productivity, daily reporting, and quality assurance. This role ensures friendly and courteous, direct patient contact, referral source contact, as well as interaction with clinic staff & other corporate departments. This position qualifies for hybrid remote work options based on manager approval and business needs.
Lead the team by example in consistently giving a high level of customer service to both patients and internal customers. Assist the Access Management Supervisor in creating a culture of exceptional service in the department as a whole.
Coordinate a high volume of incoming referrals from all sources, making sure that the work assignments are distributed, and priority accounts are escalated as needed.
Actively assist the Access Management Supervisor in reviewing and reporting daily productivity and quality assurance. Review completed work to assure referrals are handled according to the service level agreement.
Communicate delays, issues, and challenges that may affect timely completion of referrals to the Team Supervisor, management and clinical leadership as needed.
Understand and can perform all essential functions of a Access Management Agent I/II
Assists the Access Management Supervisor in being a liaison between all referral sources, internal customers, clinical staff and Central Scheduling Agents as needed.
Assist the Access Management Supervisor in maintaining departmental standards as defined with a strong focus on customer service.
Assist the Access Management Supervisor with quality monitoring and quality audits as directed.
Communicate regularly with Access Management Supervisor and Management to suggest ways to improve department workflows, policy and procedure.
Assist the Access Management Supervisor with the onboarding of new employees and continued training on the Central Scheduling Agents.
Work and monitor the appropriate queues to ensure all request are responded to and errors are resolved in a timely fashion.
Maintain friendly, cordial relations with all clients and employees; maintains a positive work atmosphere by acting and communicating in a manner which results in a positive work relationship with customers, co-workers, clinical staff, and managers.
Comply with ATI standards of operations.
- High School Diploma or equivalent
- Bachelor’s Degree in healthcare related field
- 1-year relevant experience within customer service or healthcare industry
3 year in a customer service environment with some knowledge of the healthcare industry.
1 year of working in an office environment
1 year of leadership skills
Bi-lingual skills will be preferred where client bases require additional languages
Knowledge Skills and Abilities
Ability to type 40 words per minute
Knowledge of Microsoft Office
Ability to organize and multitask multiple priorities
Able to join onsite meetings, leadership events, or trainings as needed by the business and job responsibilities.
Strong customer orientation
Excellent interpersonal and communication skills
Excellent presentation skills
Strong team player
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Job Locations US-IL-Bolingbrook
Job Category Corporate - Operations Support
Pay Class Full Time