ED Access Specialist Lead

Rochester, NY


Coordinates and support activities of ED Lead Patient Services Rep/Supervisors and ED Access Specialists. Act as a resource to staff performing those functions in a clinical setting. Monitor and assure that all functions are completed in an accurate, efficient, and customer friendly manner. Works with Lead trainer to coordinate and support staff training activities. Assists Operations Supervisor through operational support and personnel related matters, including performance evaluations, and developing plans for improvement in staff member’s completion of assigned activities.


Responsible for monitoring own performance on assigned tasks. Self-directed, able to make complex decisions independently and assist staff in complex decision making and adaptation to technology and systems used. Supports new hire onboarding, training initiatives and coordinates the assignment and duties of ED Access Specialists


Standard office equipment including, but not limited to, telephone, fax machine, copiers, personal computers, printers, terminals, scanners, credit card machines for point of service collection of co-pays.


  1. Perform duties of ED Access Specialists as required by departmental needs. Set the standard for customer service, accuracy, and efficiency in all ED Access Specialist work areas.

  2. Training: Works with Lead Trainer to coordinate training initiatives for new hires and continued training of current staff. Participates and gives input on training materials, related to registration, overall operations as well as develop and implement tools and check lists for specific assigned tasks. Evaluates staff proficiency and re-educates EDAS on processes as needed to ensure accurate registration, end of day activities and other duties as assigned. Must be able to coach and mentor EDAS with multiple learning styles and varying needs. Participates with new hire on-boarding and orientation. Works with supervisor team, including Lead trainer to enhance education and interdisciplinary work of the unit

  3. Assists the Operations Supervisor with personnel-related matters: provides oversight of staff schedules, approves shift trades and verifies time worked for supervisor in management of HRMS. Is able to handle sick calls and vacation coverage needs. Provides input to supervisor on staff performance for evaluations and/or performance reviews as noted. Works with supervisor to assure that all clerical functions are completed by available staff.

  4. Customer interaction: Role models excellent customer service to patients and their families, providers and staff. Serve as a focal point for handling complaints, initiates service recovery activities, and serve as front-line trouble shooter and problem solver. Implement activities with ED Access Specialist staff that will improve customer satisfaction as well as staff engagement and team building.

  5. Other: Performs other duties as required, including scheduled meetings and working on special projects for EDAS Team. Interfaces with clinical staff and leaders in the ED and others as required of role.

  6. Serves as administrative lead in absence of supervisor.


Associate’s degree in Medical, Secretarial or related field and 2-3 years of experience; or an equivalent combination of education and experience. Medical terminology experience required. Demonstrated customer relations skills.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 17.50 - $ 22.75 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time