Interview Day on 10/14 - Access Representative Opportunities (Patient Scheduling) - Boynton Beach, FL

NYU Langone Florida; Boynton Beach (FL); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

On-site (Boynton Beach)

Full-time position

Employee benefits

Job summary

NYU Langone Florida is seeking an Access Center Representative I to greet and assist patients and callers, schedule appointments, and answer inquiries. You will participate in a high-volume, on-site Patient Access Center, ensuring accurate data entry, insurance verification, and timely responses.

The role emphasizes empathy, professionalism, and adherence to NYU FGP guidelines while maintaining strong patient relationships and quality service in a collaborative environment.

Qualifications

• Requires high school diploma or equivalent and 6 months+ in a contact center or customer service role.
• Preferred experience in an access/contact center, hospital, clinic, or medical office scheduling environment.

Responsibilities

• Answer multi-channel inquiries from patients, physicians, employees, and other callers regarding appointments and services.
• Schedule appointments for NYU FGP specialties using physician protocols.
• Research providers and practices to best meet patient needs.
• Document appropriate disposition with tact and accuracy.
• Enter patient information and verify insurance using healthcare systems and apps.
• Demonstrate empathy, courtesy, and professionalism in every interaction.
• Meet call metrics and center performance goals; manage call volumes as a team.
• Support collaboration with staff to ensure timely patient experience.

Skills

Customer service

Communication skills

Active listening

Empathy

Education

High school diploma or equivalent

Job description

Position Summary

We have an exciting opportunity to join our team as a 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 in an efficient manner; 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 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.
• Work collaboratively 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 elevate to leadership as appropriate.
• Share ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership (i.e., ways to optimize provider schedules, how to 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

To qualify, you must have a high school diploma or equivalent, plus 6 months+ of Contact Center or Customer Service-related experience or an equivalent combination of education and experience.

Preferred Qualifications

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

Qualified candidates must be able to effectively communicate with all levels of the organization.

About the Employer

NYU Langone Florida provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

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

Know Your Rights: Workplace discrimination is illegal.

We are hiring for full time Patient Scheduling positions, Monday - Friday, fully on-site, based in Boynton Beach, FL.