Patient Access Center Representative
New York Oncology Hematology · Clifton Park, NY, US
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About the Role
Serve as a key member of the Patient Access Center, supporting patient access activities for multiple oncology practice locations. Act as a central resource for patients, caregivers, providers, and internal teams by facilitating access to oncology services and information. Coordinate scheduling, referral intake, patient navigation, clinical message intake, and care coordination through a centralized service model, supporting a seamless patient experience.
Responsibilities
- Answer and manage incoming calls from patients, caregivers, providers, and internal staff.
- 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.
- Support first-call resolution whenever possible.
- Escalate unresolved concerns appropriately.
- Coordinate patient access and scheduling activities using electronic health records and scheduling applications.
- Schedule, reschedule, and cancel appointments for consultations, follow-up visits, laboratory services, imaging, supportive care services, and treatment-related appointments.
- Assist with coordination of new patient referrals, obtain required information, facilitate record collection, and communicate appointment details, preparation requirements, and next steps.
- Manage waitlists, scheduling worklists, and appointment optimization opportunities.
- Monitor and process assigned electronic work queues, scheduling requests, inboxes, and patient access worklists.
- Escalate unresolved issues through established workflows and service standards.
- Process calls regarding symptoms, medication concerns, refill requests, side effects, and other clinical issues requiring nursing or provider review.
- Gather information, document interactions, and create triage tickets for appropriate clinical teams.
- Recognize urgent or emergent concerns and follow escalation procedures.
- Facilitate communication and coordination between patients, caregivers, providers, and operational departments.
- Assist patients in navigating services across the oncology network and support resolution of access-related concerns.
- 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.
- Support and adhere to the New York Oncology Hematology Compliance Program, including the Code of Ethics and Business Standards.
Requirements
- High School Diploma or GED required.
- Minimum two years of customer service experience.
- Minimum one year of healthcare scheduling, healthcare call center, patient access, medical office, or related healthcare experience.
Skills
- 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.
Location
- Multiple locations throughout the Capital Region
Work Type
- Full-time
Experience Level
- Minimum two years customer service experience
- Minimum one year healthcare scheduling, healthcare call center, patient access, medical office, or related healthcare experience
Education Level
- High School Diploma or GED
- Associate degree preferred
Salary/Compensations
- $20-$28 Hourly
Benefits
- Access to opportunities for professional growth and continuing education.
About the Company
- A practice at the forefront of cutting-edge cancer care and advanced treatments.
- A collaborative and compassionate team of experts dedicated to making a difference.
- A practice dedicated to excellence and innovation.