Sr. Patient Access Coordinator

Weill Cornell Medicine; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Weill Cornell Medicine is seeking a Senior Patient Access Coordinator to support multiple service lines and complex scheduling. You will handle calls, QA evaluations, and assist with workforce management, staffing, and telephony coordination.

You will mentor coordinators, identify performance trends, and collaborate across teams to improve patient access and service delivery. Requires roughly four years of related experience and strong communication skills.

Qualifications

• High School Diploma required.
• Approximately 4 years of related experience.
• Intermediate communication and interpersonal skills.
• Advanced productivity, time management, and problem-solving abilities.

Responsibilities

• Supports inbound and outbound calls, messages, and appointment requests of increased complexity, including escalated and urgent scheduling needs received from RN Triage and other clinical partners.
• Facilitate timely patient access by addressing referrals submitted through the workqueue and calling patients to arrange referred appointments within required timelines.
• Performs service recovery and resolves complex patient concerns, scheduling issues, and insurance-related cases.
• Investigates issues, documents findings, follows through to resolution, and escalates when appropriate.
• Audits templates and records, reviews call recordings and resolves operational errors through QA evaluations.
• Mentors and supports training and onboarding for Patient Access Coordinators, sharing workflows and best practices.

Skills

Communication

Interpersonal skills

Time management

Problem solving

Education

High School Diploma

Job description

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*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

The Senior Patient Access Coordinator is an advanced-level role that supports multiple service lines and more complex patient scheduling needs. In addition to handling inbound and outbound calls and messages, this position conducts Quality Assurance (QA) call evaluations and supports Workforce Management (WFM) functions, including staffing and telephony coordination. This role helps ensure timely and accurate scheduling of patient appointments and procedures while providing excellent customer service and operational support.

Job Responsibilities

• Supports inbound and outbound calls, messages, and appointment requests of increased complexity, including escalated and urgent scheduling needs received from RN Triage and other clinical partners.
• Facilitate timely patient access by addressing referrals submitted through the workqueue and calling patients to arrange referred appointments within required timelines.
• Performs service recovery and resolves complex patient concerns, scheduling issues, and insurance-related cases. Investigates issues, documents findings, follows through to resolution, and escalates when appropriate.
• Demonstrates advanced knowledge of workflows, procedures, and all service lines. Performs quality assurance activities, audits templates and records, reviews call recordings and resolves operational errors.
• Conducts Quality Assurance evaluations by auditing calls, providing coaching and feedback, and facilitating training sessions, refreshers, and team huddles to improve performance and patient experience.
• Serves as a mentor and resource to Patient Access Coordinators, providing guidance on workflows, customer service, and best practices while supporting training and onboarding efforts.
• Identifies performance trends, training opportunities, and workflow concerns. Documents coaching conversations and provides recommendations to leadership for staff development and operational improvement.
• Supports workforce management functions by assisting with staffing coverage, scheduling coordination, call routing, workload balancing, and operational forecasting.
• Facilitates collaboration across teams and service lines to resolve complex scheduling issues, improve communication, and ensure efficient patient access and service delivery.
• Participates in departmental initiatives, pilot programs, and continuous improvement efforts by recommending enhancements to workflows, processes, and patient service protocols.

Education

• High School Diploma

Experience

• Approximately 4 years of related experience

Knowledge, Skills and Abilities

• Intermediate level of communication and interpersonal skills.
• Demonstrated ability to interact with multiple constituencies and exercise "people skills"
• Advanced level of productivity & time management
• Advanced level of problem solving & decision making
• High degree of independent judgment

Licenses and Certifications

Working Conditions/Physical Demands

• Standard office work.
• Requires long periods of time on the phone in a sitting position.

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