Lead Patient Access Center Representative

Job description

Why Join Us? 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. Job Description: Pay Range: $26 - $31 Hourly Scope: 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. Essential Duties and Responsibilities Operational Leadership 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. Staff Support and Development 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. Workforce Coordination 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. Escalation Management 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. Quality and Performance Monitoring 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. Direct Patient Support Maintain proficiency in all Patient Access Center Representative responsibilities Perform representative duties and provide direct support as operational needs require. Minimum 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 Knowledge, Skills, and Abilities 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.