Access Center Representative I (Patient Scheduling) - Las Vegas, Nevada

NYU Langone Hospitals; Las Vegas (NV); Hybrid; USD 35,000 - 45,000; Full time

Benefits offered by this job

Comprehensive benefits package

Generous time-off program

Employee resource groups

Holistic wellness program

Job summary

NYU Langone Hospitals in Las Vegas is seeking an Access Center Representative I. The successful candidate will welcome callers, schedule patient appointments, and address inquiries while ensuring excellent patient service and support.

Qualified candidates must have a high school diploma and at least 6 months of experience in customer service or a contact center. The position offers a comprehensive benefits package and a supportive work environment focused on wellness and development.

Qualifications

• 6 months or more of contact center or customer service experience.
• Ability to communicate effectively with all organization levels.

Responsibilities

• Respond to inquiries from patients and callers regarding appointments and services.
• Schedule appointments using physician protocols.
• Display empathy and courtesy during all interactions.
• Participate in quality improvement teams.

Skills

Customer service skills

Effective communication

Active listening

Empathy

Education

High school diploma or equivalent

Job description

Position Summary

We have an exciting opportunity to join our team as an Access Center Representative I. In this role, the successful candidate will act as the first "welcome" for the caller on behalf of the NYU Faculty Group Practice (FGP) physician practices. They will schedule patient appointments and field inquiries, concerns, and requests via inbound calls. The representative will instill loyalty and confidence by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services. They will ensure that patient needs are met and promote the optimal patient experience. The Access Center Representative will establish and maintain effective relationships with patients and callers via active listening, empathy, rapport, courtesy, and professionalism.

Job Responsibilities

• Respond to multi‑channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Patient Access Center in accordance with established NYU FGP guidelines.
• Utilize physician protocols to schedule appointments for NYU FGP specialties and meet established Patient Access Center performance goals.
• Research providers and practices throughout the NYULH network to best meet the patient’s needs.
• Manage conversations with a high level of sensitivity and use good judgment when determining and documenting appropriate disposition.
• Utilize NYU FGP Healthcare systems, Access Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
• During all interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Adhere to Patient Access Center call metrics and goals as outlined.
• Complete call processing efficiently; remain aware of call volumes; work as part of the team to handle the call volumes.
• Proactively keep up to date on all communications.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Demonstrate regular, consistent, and punctual attendance.
• Adhere to Patient Access Center policies and procedures.
• Serve as the NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH mission, vision, and values and promoting excellence in the patient experience during every encounter.
• Drive consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
• Collaborate with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone, or via electronic messaging.
• Proactively anticipate patient needs and participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalating to leadership as appropriate.
• Share ideas or observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., ways to optimize provider schedules, minimize delays, increase employee engagement, etc.).
• Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Take a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold‑standard principles.

Minimum Qualifications

A high school diploma or an equivalent is required, plus 6 months or more of contact center or customer service related experience, or an equivalent combination of education and experience. Qualified candidates must be able to effectively communicate with all levels of the organization.

Preferred Qualifications

Experience working within an access/contact center, hospital, clinic, or medical office scheduling environment is highly preferred.

NYU Langone Nevada provides its staff with far more than just a place to work. Our comprehensive benefits and wellness package supports any stage of life, from career development to family planning to retirement. Employees have access to financial security benefits, a generous time‑off program, employee resource groups, and a holistic wellness program focusing on physical, mental, nutritional, sleep, social, financial, and preventive care. These resources are designed to allow staff to focus on what truly matters.

NYU Langone Nevada is an equal opportunity employer and is committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.

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