Patient Access Center Supervisor

New York Oncology Hematology•Clifton Park, NY

7d•Hybrid

About The Position

Providers leadership and oversight of Patient Access Center operations supporting patient access services across multiple oncology practice locations. Responsible for department performance, workforce management, service excellence, quality outcomes, and efficient daily operations. Leads teams responsible for centralized scheduling, patient communication, care coordination, clinical message intake, and related patient access functions. Collaborates with organizational leaders to improve access, optimize workflows, enhance the patient experience, and support strategic initiatives. Promotes a culture of accountability, employee development, collaboration, and continuous improvement.

Requirements

Associates Degree required.
Five years healthcare patient access, scheduling, or healthcare contact center experience.

Nice To Haves

Bachelor’s Degree in Healthcare Administration, Business Administration, or related field preferred.
Two years supervisory or leadership experience preferred.
Oncology experience strongly preferred.

Responsibilities

Direct and oversee daily Patient Access Center operations, including workload distribution, staffing coverage, workflow management, and achievement of departmental service and quality goals.
Monitor call volumes, queue activity, operational trends, and patient access workflows to support efficient service delivery.
Identify operational challenges and implement solutions to improve productivity, service levels, and workflow effectiveness.
Recruit, hire, onboard, train, and develop Patient Access Center Staff.
Conduct performance evaluations, coaching sessions, corrective action, and employee development activities.
Manage staffing plans, scheduling, attendance, and employee engagement initiatives.
Facilitate team communication, departmental meetings, and dissemination of operational, workflow, and organizational updates.
Develop, monitor, analyze, and communicate departmental performance indicators including service levels, productivity, quality measures, first-call resolution, patient experience, and other operational metrics.
Conduct quality reviews and audits, identify performance trends, and implement coaching, training, or corrective action plans when necessary to ensure compliance with established standards.
Develop and maintain operational reports and communicate departmental performance results, priorities, and improvements to leadership.
Develop, implement, and maintain departmental workflows, policies, procedures and service standards.
Lead process improvement initiatives and support technology implementation and optimization efforts that enhance patient access operations.
Collaborate with clinical, operational, and administrative leaders to support organizational access initiatives and growth strategies.
Oversee resolution of complex patient, caregiver, provider, and service-related concerns including service recovery efforts and escalated patient access issues.
Promote a culture of compassionate, patient-centered customer service and continuous improvement.
Ensure compliance with HIPAA, regulatory requirements, organizational policies, and established workflows.
Maintain departmental policies, competency programs, quality standards, and staff compliance with required training and certifications.
Supports and adheres to the New York Oncology Hematology Compliance Program, to include the Code of Ethics and Business Standards.