Patient Access Center Representative

Pay Range: $20-$28 Hourly

Scope

• Serves as a key member of the Patient Access Center and supports patient access activities for multiple oncology practice locations.
• Acts as a central resource for patients, caregivers, providers, and internal teams by facilitating access to oncology services, and information.
• Coordinates scheduling, referral intake, patient navigation, clinical message intake, and care coordination activities through a centralized service model.
• Supports a seamless patient experience through timely communication, first-call resolution, and collaboration with multidisciplinary teams.
• Utilizes electronic health records, scheduling platforms, ticketing systems, and standardized workflows to support operational and patient care objectives.

Essential Duties and Responsibilities

• Call Center Operations
• Answer and manage incoming patients, caregiver, provider and internal calls.
• Assess caller needs and determine appropriate resolution pathways.
• Provide accurate information regarding appointments, services, providers and patient resources.
• Document all interactions in the electronic health record and ticketing systems.
• Provide courteous, professional, and empathetic support while addressing patient, caregiver, provider, and internal customer needs.
• Support first-call resolution whenever possible.
• Escalate unresolved concerns appropriately.
• Appointment and Treatment Scheduling
• Utilize electronic health records, scheduling applications, and embedded technology solutions to coordinate patient access and scheduling activities efficiently.
• Schedule, reschedule and cancel appointments including consultations, follow-up visits, laboratory services, imaging, supportive care services, and treatment related appointments in accordance with established guidelines.
• Assist with coordination of new patient referrals, obtain required information, facilitate record collection, and communicate appointment details, preparation requirements, and next steps to patients and referring providers.
• Manage waitlists, scheduling worklists, and appointment optimization opportunities while supporting provider template utilization.
• Electronic Work Queue Management
• Monitor and process assigned electronic work queues, scheduling requests, inboxes, and patient access worklists to ensure timely follow-up and resolution.
• Escalate unresolved issues through established workflows and service standards.
• Clinical Message Intake and Escalation
• Process calls regarding symptoms, medication concerns, refill requests, side effects, and other clinical issues requiring nursing or provider review.
• Utilize approved workflows to gather information, document interactions, and create triage tickets for appropriate clinical teams.
• Recognize urgent or emergent concerns and follow escalation procedures.
• Patient Navigation and Care Coordination
• Facilitate communication and coordination between patients, caregivers, providers, and operational departments to support continuity of care and timely access to services.
• Assist patients in navigating services across the oncology network and support resolution of access related concerns.
• Quality and Compliance
• Comply with HIPAA and confidentiality requirements.
• Maintain productivity, quality, and service standards.
• Participate in training, quality audits, and process improvement activities.
• Follow all organizational policies and standardized workflows.
• Supports and adheres to the New York Oncology Hematology Compliance Program, to include the Code of Ethics and Business Standards.

Minimum Qualifications

• High School Diploma or GED required
• Associate degree preferred
• Minimum two years' customer service experience.
• Minimum one year healthcare scheduling, healthcare call center, patient access, medical office, or related healthcare experience.
• Oncology experience preferred.

Knowledge, skills, and Abilities

• Knowledge of medical terminology.
• Strong customer service skills.
• Excellent communication skills.
• Ability to manage multiple systems simultaneously.
• Strong organizational and problem-solving abilities.
• Ability to work effectively in a fast-paced environment.

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.

• 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 screens and print material accurately.
• Occasionally lift and carry items weighing up to 40 lbs.