Lead Patient Access Specialist: Elevate Patient Experience

SilkRoad; Boynton Beach (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Benefits package

Wellness program

Work-life balance resources

Job summary

NYU Langone Florida is seeking a Lead Patient Access Center Representative in Boynton Beach, FL. The role guides a team of Access Center Representatives, mentors peers, and ensures efficient scheduling and service quality for patients and providers.

The Lead acts as a subject-matter expert for PAC workflows, maintains patient relationships with empathy, and collaborates with supervisors to optimize operations and outcomes.

Qualifications

• High School Diploma or equivalent required, plus 1 year in a contact center or customer service.
• Must have been in an ACR role for at least 12 months.
• Ability to meet performance goals and work a full-time schedule.
• Excellent customer service, problem-solving, and navigation skills.
• Willing to work multiple workflows.

Responsibilities

• Respond to multi-channel inquiries about appointments and services.
• Mentor and assist ACR I and II.
• Escalate high-priority calls and support scheduling workflows.
• Aid with EPIC EMR, Salesforce, Cisco, Verint training and usage.
• Maintain positive patient experience and adhere to PAC metrics.
• Demonstrate empathy and professionalism in all interactions.

Skills

Customer service

Team leadership

Mentoring

Multi-channel support

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 in Boynton Beach, FL. The role guides a team of Access Center Representatives, mentors peers, and ensures efficient scheduling and service quality for patients and providers.

The Lead acts as a subject-matter expert for PAC workflows, maintains patient relationships with empathy, and collaborates with supervisors to optimize operations and outcomes.