Operations Lead, Oncology Patient Access Center

OneOncology; 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

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.