Lead Patient Access Specialist

NYU Langone Florida; Boynton Beach (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

NYU Langone Florida is seeking a Lead Patient Access Center Representative to mentor and guide Access Center Representatives I and II while handling complex scheduling and patient inquiries. The role emphasizes empathy, professionalism, and adherence to NYU FGP guidelines to ensure optimal patient experience.

The Lead will collaborate with supervisors, manage escalations, and support multispecialty scheduling initiatives, preserving high-quality service for patients, physicians, and staff across

Qualifications

• Minimum one-year experience in contact center or customer service related role.
• Must be in an ACR role for at least 12 months.
• Able to work a full-time schedule between 5:00am-5:00pm.

Responsibilities

• Respond to multi-channel inquiries including inbound/outbound calls about appointments and referrals according to NYU FGP guidelines.
• Mentor and assist Access Center Representatives I and II.
• Act as escalation for high priority calls and support advanced scheduling workflows.
• Identify trending errors and elevate to PAC leadership.

Skills

Customer service

Communication

Problem solving

Time management

Education

High School Diploma or equivalent

Tools

EPIC EMR

Salesforce

Cisco

Verint

Job description

NYU Langone Florida is seeking a Lead Patient Access Center Representative to mentor and guide Access Center Representatives I and II while handling complex scheduling and patient inquiries. The role emphasizes empathy, professionalism, and adherence to NYU FGP guidelines to ensure optimal patient experience.

The Lead will collaborate with supervisors, manage escalations, and support multispecialty scheduling initiatives, preserving high-quality service for patients, physicians, and staff across