Lead Patient Access Center Specialist

NYU Langone Hospitals; Florida; Hybride; USD 55 000 - 85 000; Plein temps

Résumé du poste

NYU Langone Florida is seeking a Lead Patient Access Center Representative to mentor peers, supervise scheduling workflows, and enhance the patient experience across channels. The role drives teamwork, adherence to guidelines, and proactive service recovery while ensuring accurate information capture and efficient appointment scheduling.

The Lead acts as a trusted escalation point, promotes best practices, and supports supervisors in coaching staff, with a strong focus on empathy, courtesy, and

Qualifications

• High school diploma or equivalent with 1 year of contact center or customer service experience.
• ACR role for at least 12 months and meeting performance goals in current role.
• Ability to work full-time 5:00am–5:00pm with reliable attendance.

Responsabilités

• Respond to multi-channel inquiries from patients and others regarding appointments and services per NYU FGP guidelines.
• Mentor and assist Access Center Representatives I & II with operational needs.
• Address ACR inquiries via group chat or in-person and escalate when appropriate.
• Act as escalation point for Levels I and II and handle high-priority calls.
• Support advanced scheduling workflows including multispecialty initiatives.
• Identify trending errors and elevate to PAC leadership.
• Maintain sensitive, respectful conversations and de-escalate when needed.
• Promote best practices for NYU FGP Healthcare systems and PAC applications.
• Assist ACRs in using EPIC EMR, Salesforce, Cisco, Verint and other PAC tools.
• Motivate colleagues and foster a collaborative, flexible team environment.
• Create and lead operational trainings for ACRs as directed.
• Coach ACRs and review action items to ensure new protocols are understood.
• Process calls efficiently and monitor call volumes as part of the team.
• Display inquiry, empathy, courtesy, and respect in all interactions.
• Adhere to PAC call metrics and stay up-to-date on communications.
• Participate in multidisciplinary quality and service improvement initiatives.
• Maintain regular, punctual attendance and adhere to policies.
• Drive CARES: Connect, Align, Respond, Ensure, Sign-Off in every patient/colleague encounter.
• Greet patients professionally, stating name/role and explaining each step of care.
• Collaborate with site management to ensure timely resolutions across channels.
• Anticipate patient needs and apply LEARN model; escalate to leadership when needed.
• Share ideas to improve patient experience and access with leadership.
• Partner with PAC and Central Billing Office teams for collaboration.
• Ensure staff are versed in Access Agreement gold standard principles.
• Perform other duties as assigned to meet PAC demands.

Description du poste

NYU Langone Florida is seeking a Lead Patient Access Center Representative to mentor peers, supervise scheduling workflows, and enhance the patient experience across channels. The role drives teamwork, adherence to guidelines, and proactive service recovery while ensuring accurate information capture and efficient appointment scheduling.

The Lead acts as a trusted escalation point, promotes best practices, and supports supervisors in coaching staff, with a strong focus on empathy, courtesy, and