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.EducationExperience - 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 CertificationsWorking Conditions/Physical Demands - Standard office work.
- Requires long periods of time on the phone in a sitting position.
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To apply, visit https://apptrkr.com/9923226"">https://jobs.weill.cornell.edu/NY/job/New-York-Sr_-Patient-Access-Coordinator-NY-10022/1443847700/je-b6bf5aa29bf240d89f2dae6cb66ff230
