Patient Access Center Supervisor

New York Oncology Hematology; Town of Clifton Park (NY); On-site; USD 63,000 - 78,000; Full time

Job summary

New York Oncology Hematology seeks a senior leader to oversee the Patient Access Center across multiple oncology practice locations in the Capital Region. You will direct daily operations, lead staffing, and ensure service excellence and compliant workflows.

You will collaborate with clinical and administrative leaders to improve access, patient communication, and experience, while guiding performance metrics and ongoing staff development.

Qualifications

• Associates Degree required.
• Bachelor’s Degree in Healthcare Administration, Business Administration, or related field preferred.
• Five years healthcare patient access, scheduling, or healthcare contact center experience.
• Two years supervisory or leadership experience preferred.
• Oncology experience strongly preferred.

Responsibilities

• Direct and oversee daily Patient Access Center operations, including workload distribution, staffing coverage, workflow management, and achievement of departmental service and quality goals.
• Monitor call volumes, queue activity, operational trends, and patient access workflows to support efficient service delivery.
• Identify operational challenges and implement solutions to improve productivity, service levels, and workflow effectiveness.
• Recruit, hire, onboard, train, and develop Patient Access Center Staff.
• Conduct performance evaluations, coaching sessions, corrective action, and employee development activities.
• Manage staffing plans, scheduling, attendance, and employee engagement initiatives.
• Facilitate team communication, departmental meetings, and dissemination of operational, workflow, and organizational updates.
• Develop, monitor, analyze, and communicate departmental performance indicators including service levels, productivity, quality measures, first-call resolution, patient experience, and other operational metrics.
• Develop and maintain operational reports and communicate departmental performance results, priorities, and improvements to leadership.
• Lead process improvement initiatives and support technology implementation and optimization efforts that enhance patient access operations.
• Oversee resolution of complex patient, caregiver, provider, and service-related concerns including service recovery efforts and escalated patient access issues.
• Promote a culture of compassionate, patient-centered customer service and continuous improvement.
• Ensure compliance with HIPAA, regulatory requirements, organizational policies, and established workflows.

Skills

Healthcare contact center operations

Leadership

Workforce management

Data analysis

Process improvement

Education

Associates Degree

Bachelor’s Degree in Healthcare Administration or related field

Job description

• Be part of a practice at the forefront of cutting-edge cancer care and advanced treatments
• Access opportunities for professional growth and continuing education.
• Work alongside a collaborative and compassionate team of experts dedicated to making a difference.
• Enjoy the convenience of multiple locations throughout the Capital Region.
• Contribute to groundbreaking clinical trials that shape the future of oncology care.

Why Join Us?

• Be part of a practice at the forefront of cutting-edge cancer care and advanced treatments
• Access opportunities for professional growth and continuing education.
• Work alongside a collaborative and compassionate team of experts dedicated to making a difference.
• Enjoy the convenience of multiple locations throughout the Capital Region.
• Contribute to groundbreaking clinical trials that shape the future of oncology care.

Discover your career potential with a practice dedicated to excellence and innovation.

Job Description

Pay Range: $62,500-$78,000

Scope

• Providers leadership and oversight of Patient Access Center operations supporting patient access services across multiple oncology practice locations.
• Responsible for department performance, workforce management, service excellence, quality outcomes, and efficient daily operations.
• Leads teams responsible for centralized scheduling, patient communication, care coordination, clinical message intake, and related patient access functions.
• Collaborates with organizational leaders to improve access, optimize workflows, enhance the patient experience, and support strategic initiatives.
• Promotes a culture of accountability, employee development, collaboration, and continuous improvement.

Essential Duties & Responsibilities

• Operational Management
  • Direct and oversee daily Patient Access Center operations, including workload distribution, staffing coverage, workflow management, and achievement of departmental service and quality goals.
  • Monitor call volumes, queue activity, operational trends, and patient access workflows to support efficient service delivery.
  • Identify operational challenges and implement solutions to improve productivity, service levels, and workflow effectiveness.
• Staff Leadership
  • Recruit, hire, onboard, train, and develop Patient Access Center Staff.
  • Conduct performance evaluations, coaching sessions, corrective action, and employee development activities.
  • Manage staffing plans, scheduling, attendance, and employee engagement initiatives.
  • Facilitate team communication, departmental meetings, and dissemination of operational, workflow, and organizational updates.
• Performance and Quality Management
  • Develop, monitor, analyze, and communicate departmental performance indicators including service levels, productivity, quality measures, first-call resolution, patient experience, and other operational metrics.
  • Conduct quality reviews and audits, identify performance trends, and implement coaching, training, or corrective action plans when necessary to ensure compliance with established standards.
  • Develop and maintain operational reports and communicate departmental performance results, priorities, and improvements to leadership.
• Strategic Planning and Process Improvement
  • Develop, implement, and maintain departmental workflows, policies, procedures and service standards.
  • Lead process improvement initiatives and support technology implementation and optimization efforts that enhance patient access operations.
  • Collaborate with clinical, operational, and administrative leaders to support organizational access initiatives and growth strategies.
• Patient Experience and Service Recovery
  • Oversee resolution of complex patient, caregiver, provider, and service-related concerns including service recovery efforts and escalated patient access issues.
  • Promote a culture of compassionate, patient-centered customer service and continuous improvement.
• Compliance and Regulatory Oversight
  • Ensure compliance with HIPAA, regulatory requirements, organizational policies, and established workflows.
  • Maintain departmental policies, competency programs, quality standards, and staff compliance with required training and certifications.
  • Supports and adheres to the New York Oncology Hematology Compliance Program, to include the Code of Ethics and Business Standards.

Minimum Qualifications

• Associates Degree required.
• Bachelor’s Degree in Healthcare Administration, Business Administration, or related field preferred.
• Five years healthcare patient access, scheduling, or healthcare contact center experience.
• Two years supervisory or leadership experience preferred.
• Oncology experience strongly preferred.

Knowledge, Skills, And Abilities

• Knowledge of healthcare contact center operations
• Strong leadership and employee development skills
• Workforce management experience
• Data analysis and performance management skills
• Change management and process improvement capabilities

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires sitting for long periods of time. Some bending and stretching required. Adequate finger dexterity and feeling to perform keyboarding and substantial repetitive motions involving the wrists, hands and/or fingers. Requires vision and hearing corrected to normal range. Must be able to view computer screen and printed material accurately. Occasionally lifts and carries items weighing up to 40 lbs.