Sr. Patient Access Coordinator

Weill Cornell Medical College•New York, NY

15d•$31 - $33

About The Position

The Senior Patient Access Coordinator is an advanced-level role supporting multiple service lines and complex patient scheduling needs. The position handles inbound and outbound calls and messages, conducts Quality Assurance (QA) call evaluations, and supports Workforce Management (WFM) functions such as staffing and telephony coordination. The role helps ensure timely and accurate scheduling of patient appointments and procedures while providing excellent customer service and operational support. The position also assists with escalated scheduling needs, referral workqueues, complex patient concerns, QA and coaching, staff mentoring, and workforce coordination. It contributes to departmental initiatives and continuous improvement efforts. The role is based in Midtown within the Optimization Management organizational unit. It is a non-exempt position with 35 weekly hours and a listed salary range of $30.71–$33.46.

Requirements

High school diploma.
Approximately 4 years of related experience.
Intermediate communication and interpersonal skills.
Demonstrated ability to interact with multiple constituencies and exercise people skills.
Advanced productivity and time-management skills.
Advanced problem-solving and decision-making skills.
High degree of independent judgment.

Responsibilities

Support inbound and outbound calls, messages, and appointment requests of increased complexity, including escalated and urgent scheduling needs from RN Triage and other clinical partners.
Address referrals submitted through the workqueue and contact patients to arrange referred appointments within required timelines.
Resolve complex patient concerns, scheduling issues, and insurance-related cases through investigation, documentation, follow-up, and escalation when appropriate.
Apply advanced knowledge of workflows, procedures, and service lines; perform quality assurance activities and audit templates and records, review call recordings, and resolve operational errors.
Conduct QA call evaluations, provide coaching and feedback, and facilitate training sessions, refreshers, and team huddles to improve performance and patient experience.
Mentor and guide Patient Access Coordinators on workflows, customer service, and best practices, and support training and onboarding.
Identify performance trends, training opportunities, and workflow concerns; document coaching conversations and recommend staff development and operational improvements to leadership.
Support workforce management, including staffing coverage, scheduling coordination, call routing, workload balancing, and operational forecasting.
Collaborate across teams and service lines to resolve complex scheduling issues, improve communication, and support efficient patient access and service delivery.
Participate in departmental initiatives, pilot programs, and continuous improvement efforts by recommending enhancements to workflows, processes, and patient service protocols.