Access Center Representative ; Patient Scheduling - Las Vegas, Nevada

Access Center Representative I (Patient Scheduling) - Las Vegas, Nevada

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Job

We have an exciting opportunity to join our team as an Access Center Representative I. In this role, the successful candidate will act as the first “welcome” for the caller on behalf of the NYU Faculty Group Practice (FGP) physician practices. They will schedule patient appointments and field inquiries, concerns, and requests via inbound calls. The representative will instill loyalty and confidence by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers.

As appropriate, the position will elicit patient information and follow established protocols to schedule patient appointments for specialized services. They will ensure that patient needs are met and promote the optimal Patient Experience. The Access Center Representative will establish and maintain effective relationships with patients and callers via active listening, empathy, rapport, courtesy, and professionalism.

• Respond to multi‑channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Patient Access Center in accordance with established NYU FGP guidelines.
• Utilize physician protocols to schedule appointments for NYU FGP specialties and meet established Patient Access Center performance goals.
• Research providers and practices throughout the NYULH network to best meet the patient’s needs.
• Manage conversations with a high level of sensitivity and use good judgment when determining and documenting appropriate disposition.
• Utilize NYU FGP Healthcare systems, Access Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, and perform specific scheduling functions.
• During all interactions, display inquiry, empathy, courtesy, and respect.
• Adhere to Patient Access Center call metrics and goals as outlined.
• Complete call processing efficiently; remain aware of call volumes; work as part of the team to handle call volumes.
• Proactively keep up to date on all communications.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Demonstrate regular, consistent, and punctual attendance.
• Adhere to Patient Access Center policies and procedures.
• Serve as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH mission, vision, and values and promoting excellence in the patient experience during every encounter.
• Drive consistency in every patient and colleague encounter by embodying the core principles of FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off).
• Greet patients warmly and professionally, stating name and role, and clearly communicate each step of the care/interaction as appropriate.
• Work collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
• Proactively anticipate patient needs and participate in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalating to leadership as appropriate.
• Share ideas or any observed areas of opportunity to improve patient experience and patient access with appropriate leadership (e.g., ways to optimize provider schedules, minimize delays, increase employee engagement).
• Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

High School diploma or equivalent is required plus 6 months+ contact center or customer service related experience, or an equivalent combination of education and experience.

Experience working within an…