Lead Patient Access Center Representative
About The Position
Serves as an operational leader and subject matter expert within the Patient Access Center supporting oncology practice locations. Serves as a resource for staff by providing day-to-day workflow support, guidance, and expertise to promote efficient operations and service excellence. Supports onboarding, training, quality improvement initiatives, and implementation of standardized workflows. Acts as a liaison between frontline staff and Practice Managers, communicating operational concerns and opportunities for improvement. Maintains proficiency in all Patient Access Center Representative functions and provides direct support as operational needs require.
Requirements
- High School Diploma or GED required.
- Three to five years healthcare call center, scheduling, or patient access experience.
Nice To Haves
- Associate Degree preferred
- Oncology experience preferred
- Previous mentoring, training, or lead experience preferred
- Advanced Knowledge of scheduling and access workflows
- Coaching and mentoring abilities
- Conflict resolution skills
- Strong organizational skills
- Ability to make sound operational decisions
Responsibilities
- Monitor call queues, work queues, departmental workloads, and service levels to support timely patient access and operational efficiency.
- Assist with workload distribution, workflow prioritization, and staffing coverage to support daily operations.
- Identify operational barriers, workflow gaps, and process improvement opportunities and communicate recommendations to leadership.
- Serve as a subject matter expert and resource for Patient Access Center staff.
- Assist with onboarding, training, coaching, and cross-training activities.
- Model excellent customer service and support staff in delivering a consistent, patient-centered experience.
- Promote adherence to established workflows, quality standards, productivity expectations, and service excellence goals.
- Serve as an operational point of contact for staff questions and workflow issues when leadership is unavailable.
- Communicate staffing concerns, workload imbalances, and operational risks to leadership.
- Manage escalated patient, caregiver, provider, and service-related concerns, facilitating timely resolution and service recovery.
- Assist staff with complex scheduling and patient access issues.
- Escalate high-risk or unresolved issues to leadership as appropriate.
- Monitor operational performance, quality standards, workflow compliance, and documentation accuracy.
- Assist with audits, quality reviews, and identification of coaching or training opportunities.
- Support departmental initiatives focused on first-call resolution, patient experience, productivity, and service excellence.
- Supports and adheres to the New York Oncology Hematology Compliance Program, to include the Code of Ethics and Business Standards.
- Maintain proficiency in all Patient Access Center Representative responsibilities
- Perform representative duties and provide direct support as operational needs require.
Benefits
- Access opportunities for professional growth and continuing education.
- Work alongside a collaborative and compassionate team of experts dedicated to making a difference.
- Enjoy the convenience of multiple locations throughout the Capital Region.
- Contribute to groundbreaking clinical trials that shape the future of oncology care.
- Discover your career potential with a practice dedicated to excellence and innovation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
