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University of Rochester Lead Outpatient Access Specialist - 233025 in Rochester, New York

Lead Outpatient Access Specialist Job ID 233025

Location Strong Memorial Hospital Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 008 Physical Medicine & Rehab





Serves under general direction of Admin I, and with latitude for independent judgment, the Lead OAS – THERAPIES serves as the assistant manager for the PM&R outpatient division therapies operations focused primarily on the front-end support of the Physical and Occupational Therapy Practice. Lead OAS – THERAPIES performs, supervises, helps to coordinate and monitor the work activity of the OAS serving under the THERAPIES umbrella for all sites. This Position will demonstrate and maintain a positive work environment by modeling and communicating in a respectful and professional manner with patients, faculty, residents, fellows, co-workers and direct reports. This is a working position and may have to step in to cover any of the OAS functions as needed. Occasional early evening work may be required.


Operations Management – Supervises the non-clinical support for THERAPIES clinics

  • Implement procedures for enhancing levels of service and quality.

  • Demonstrate skill in resolving difficult patient complaints and concerns.

  • Implement and enforce office policies and procedures.

  • Develop guidelines for prioritizing and assigning work activities, closely monitor speed at which said activities are completed, evaluating effectiveness and modifying process as necessary by applying Lean principles.

  • Schedule and attend regular meetings with OAS-THERAPIES staff as well as the other Leads and AA.

  • Prepare weekly schedule for OAS – THERAPIES staff ensuring proper staffing to support daily office operations.

  • Train OAS-THERAPIES staff on emergency plans and procedures.

  • Directly monitor the work of OAS-THERAPIES staff to ensure accuracy and maximum efficiency.

  • Regularly evaluate division of tasks among the OAS-THERAPIES staff, rebalance as required by the growth of the business.

  • Support and uphold policies, procedures, objectives in order to achieve quality improvement and safety requirements as well as meet requirements for accreditation (TJC and CARF).

  • Oversee daily management of patient schedules and assigned work queues.

  • Establish performance improvement goals for the office, remaining in alignment with goals and objectives of the department.

  • Attend in-service and other mandatory training sessions.

  • Regular interaction with the Chiefs of Outpatient PT and OT.

  • Acts as primary preceptor for new staff (training, onboarding, monitoring training/competencies). Provides training on all aspects of OAS roles. Works with Administrative Assistants and Practice Manager to develop and revise division specific documents and materials such as training material, standard work documents, policies, and procedures. Identifies and communicates opportunities for improvement to increase utilization and/or ease of scheduling to access center manager and practice manager. Acts as subject matter expert and information resource. Attends educational programs for department at direction of supervisor and teaches other staff.

    Miscellaneous Administrative Duties

  • Attend in-service and other mandatory training sessions.

  • May act as liaison with property managers to manage and address issues with property/facility.

  • Collaborate with Ambulatory and Nursing Administration to implement best practices

  • Management and tracking of purchase orders for therapy supplies and equipment.

  • Routine written and phone communication with faculty, patients, and staff.

  • Ensure the URNI purchased services from PM&R are being performed as required; the needs of the URNI program will be fluid as the program develops.

    Performs other related duties as required.


  • Associate’s degree in Medical, Secretarial or related field

  • 2-3 years of experience; or an equivalent combination of education and experience.

  • Medical terminology experience.

  • Demonstrated customer relations skills.

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled