Lead Patient Access Center Representative

Astera Cancer Care; Town of Clifton Park (NY); On-site; USD 36,000 - 43,000; Full time

Job summary

New York Oncology Hematology (NYOH) is seeking an Operational Leader for the Patient Access Center to support oncology practice locations across the Capital Region. You will promote efficient operations, onboarding, training, and quality initiatives while coordinating with Practice Managers.

The ideal candidate has 3–5 years in healthcare call centers or patient access, an associate degree preferred, and oncology exposure.

Qualifications

• High School Diploma or GED required.
• Three to five years healthcare call center, scheduling, or patient access experience.
• Oncology experience preferred; mentoring/training or lead experience preferred.
• Knowledge of scheduling and access workflows; coaching/mentoring, conflict resolution, and organizational skills.
• Ability to make sound operational decisions.

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.
• 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.

Skills

Healthcare call center experience

Oncology experience (preferred)

Scheduling

Coaching & mentoring abilities

Education

Associate Degree

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.

Build a Career That Makes a Difference

At New York Oncology Hematology (NYOH), we are more than just the Capital Region’s leader in cancer care and blood disorders—we are a team of passionate professionals united by a shared mission: to provide compassionate, cutting-edge care to thousands of patients each year. With six state-of-the-art cancer centers across Albany, Amsterdam, Clifton Park, Hudson, and Troy- and a dedicated women's imaging center, Akira Medical Imaging + Wellness—we bring advanced treatment close to home.

Our team includes 35 board-certified physicians and more than 300 cancer care specialists, all working together across medical oncology, radiation oncology, hematology and gynecologic oncology and surgery. At NYOH, we are committed to delivering excellent health care to help our patients continue to tell their story.

If you're looking for more than just a job- if you want a career with purpose- join us and be part of a community that’s changing lives and shaping the future of cancer care.