Patient Scheduling- AMT Director of (Contact Center) Operations
US-IL-Downers Grove
Careers (External)
Req #: 27176
Type: Full Time
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Overview: 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. The ideal candidate is a self-starter who thrives in a fast-paced environment, demonstrates curiosity and analytical rigor, and leads with purpose and accountability. They will champion continuous improvement, implement modern technologies and best practices, and inspire teams to deliver industry-leading performance. Responsibilities: * 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: Minimum Education Required: * Bachelor's degree or 8+ years of equivalent experience in contact center operations, healthcare access, or customer experience leadership Preferred: * Master's degree in Business, Healthcare Administration, or related field Minimum Experience Required: * 7+ years of call center or patient support operations experience * 4+ years of leadership experience managing large teams and multi-site operations Preferred: * Experience in healthcare access management, patient scheduling, or referral operations * Proven success driving measurable business growth (conversion, retention, or satisfaction) * Experience leading through change, implementing new systems, or transforming service models 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 Required: * Preferred: * Certification in Contact Center Management, Six Sigma, or Lean Operations
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