Job Information

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.


Minimum Education


  • High School Diploma or equivalent


  • Bachelor’s Degree in healthcare related field

Minimum Experience


  • 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

ReqID 2023-15572

Job Category Corporate - Operations Support

Pay Class Full Time