Lead Patient Access Specialist - Scheduling & Experience

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

Job summary

NYU Langone Florida is seeking a Lead Patient Access Center Representative to mentor and guide Access Center Representatives, ensure efficient scheduling, and respond to inquiries with professionalism. The lead will model empathy, accuracy, and timely service while supporting supervisors and improving patient experience.

Responsibilities include overseeing advanced scheduling workflows, handling escalations, and promoting best practices across PAC applications.

Qualifications

• High school diploma or equivalent plus 1 year of contact center or customer service experience.
• ACR role for a minimum of 12 months.
• Ability to work full-time 5:00am–5:00pm
• Strong customer service, problem solving and navigation skills.
• Willingness to work multiple work flows.

Responsibilities

• Respond to multi-channel inquiries about appointments, referrals, and services per NYU FGP guidelines.
• Mentor and assist Access Center Representatives I and II.
• Act as escalation for high-priority calls and assist with complex scheduling workflows.
• Identify trending errors and escalate to PAC leadership.
• Promote best practices for PAC applications and patient data entry.

Skills

Customer service

Problem solving

Communication

Multitasking

Teamwork

Education

High School Diploma

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, ensure efficient scheduling, and respond to inquiries with professionalism. The lead will model empathy, accuracy, and timely service while supporting supervisors and improving patient experience.

Responsibilities include overseeing advanced scheduling workflows, handling escalations, and promoting best practices across PAC applications.