About this role
Title: Sr. Patient Access Coordinator Location: Midtown Org Unit: Optimization Mgmt Work Days: Weekly Hours: 35.00 Exemption Status: Non-Exempt Salary Range: $30.71 - $33.46 *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.
Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “any person, any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA). We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.