Lead Patient Access Center Representative

About the role

• Be part of a practice at the forefront of cutting-edge cancer care and advanced treatments
• 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.

Pay

Pay Range: $26 - $31 Hourly

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.

Qualifications

• High School Diploma or GED required.
• Associate Degree preferred
• Three to five years healthcare call center, scheduling, or patient access experience.
• Oncology experience preferred
• Previous mentoring, training, or lead experience preferred

Skills

• Advanced Knowledge of scheduling and access workflows
• Coaching and mentoring abilities
• Conflict resolution skills
• Strong organizational skills
• Ability to make sound operational decisions

Physical Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Requires sitting for long periods of time.
• Some bending and stretching required.
• Adequate finger dexterity and feeling to perform keyboarding and substantial repetitive motions involving the wrists, hands and/or fingers.
• Requires vision and hearing corrected to normal range.
• Must be able to view computer screen and printed material accurately.
• Occasionally lifts and carries items weighing up to 15 lbs.