Outpatient Access Lead

Rochester, NY


Position Summary:

Coordinates activities of Outpatient Access Specialists. Acts as a resource to staff performing those functions in a clinic setting. Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner. Coordinates all staff training activities. Assists clinic supervisor or manager through various aspects of operational support which may include assisting with lead duties such as personnel related matters, including performance evaluations, and developing plans for improvement in staff member’s completion of assigned activities. Other duties may include being the front office eRecord superuser, assist with workflow design and implementation and serve as the front office expert supporting referral coordination, prior authorizations as well as be assigned as main provider support.

The Outpatient Access Lead/Expert will be responsible for monitoring own performance on assigned tasks; is self-directed. Expert at making complex decisions independently and assists staff in complex decision making and adaptation to technology and systems used. Trains and coordinates the assignment and duties of Outpatient Access Specialists and those of less experienced support staff. Performs at a fully meets and often exceeds or consistently exceeds level.


Performs duties of Outpatient Access Specialists as required by departmental needs. Sets the standard for customer service, accuracy, and efficiency in the Outpatient Access work areas.

Specialized functions assigned and works with Practice Manager over various site locations to ensure consistent processes at multiple locations.

  1. Human Resource duties assisting the Clinic/Practice Manager such as personnel-related matters: Schedules staff work time, verifies time worked for supervisor in management of HRMS, and handles sick calls and vacation coverage needs. Provides input to supervisor on staff performance for evaluations and/or performance reviews. Works with supervisor to assure that all clerical functions are completed by available staff, assigns staff to special projects as needed. Acts as area authority in absence of supervisor.

  2. Complex Scheduling and Procedure scheduling: Expertise and lead in scheduling procedures and provides training and troubleshooting to other OAS team members for complex schedules, follow-up appointments and ancillary tests with input from physicians and other health care personnel. This requires the ability to evaluate medical information provided, and to clarify information as needed for other areas. Must possess the ability to provide answers to questions asked by patients, and to determine which questions should appropriately be addressed by physicians or other health care providers.

  3. Training: once a staff member has been hired, creates schedule for new staff to learn clinic functions; Train all new hired OAS staff and travel to our Penfield, Brighton, and Irondequoit offices for necessary training of all staff and provide support when required.

  4. Monitors staff compliance with in-services/competency achievement.

  5. Develops programs of further education for staff. Works with manager to enhance education and interdisciplinary work throughout all offices.

  6. Updates and creates new policies and procedures.

  7. Update and Make changes to Master training binders for all locations as needed.

  8. Works with Practice Manager to incorporate new functions into the role of the Outpatient Access staff as needed.

  9. Role models excellent customer service to patients and their families, providers, and staff.

  10. Serves as front-line trouble shooter and problem solver.

  11. Alongside Practice Manager implement activities with OAS staff that will improve the office culture and employee engagement.

  12. Direct Provider Support: Understands Provider workflows at locations for day of schedules and ensuring the day runs smoothly. Advance problem-solving skills for office and patient/provider relations. Address post visit items such as paperwork including form completion, letter templates and obtaining medical records, etc.

Coordination of operational activities: Identifies, implements and monitors operational changes to improve clinic functioning in conjunction with supervisor and other clinic staff. Updates and creates new policies and procedures. Incorporates new functions into the role of the Outpatient Access staff as needed.

Training: Coordinates all activities around staff training both internal and external to department. Once a staff member has been hired, schedules training through education services and eRecord. Creates schedule for new staff to learn clinic functions; monitors staff compliance with in-services/competency achievement. Develops programs of further education for staff. Works with supervisor to enhance education and interdisciplinary work on the unit.

Financial account management: On a daily basis reviews Dashboard for front end staff compliance to enterprise metrics. Where appropriate, follows-up with providers to reconcile discrepancies, and provides recommendations to supervisor for updates to workflows.

Template Management: Works with faculty practice and clinic representatives to maintain clinic schedules, instructs appointment scheduling staff regarding schedule changes, and pro-actively reviews future schedules to identify problems. Reviews management reports and actual schedules and reports to supervisor trends affecting the schedules and recommends changes to improve patient flow.

Patient Experience and Employee Engagement: Role models excellent customer service to patients and their families, providers and staff. Serves as a focal point for handling complaints, initiates service recovery activities, and serves as front-line trouble shooter and problem solver.

Partnering with the Clinic/Practice Manager implements activities with Outpatient Access staff that will improve the office culture and employee engagement.

Performs other duties as required, including attendance at Ambulatory Manager’ meeting or eRecord superuser meetings, working on special projects for Ambulatory Care, and working with faculty practices or other providers on special projects and reviewing workflows. Interfaces with leaders from the registration insurance mgmt. dept., enterprise training, patient financial services office and others as required of role.


  • High School diploma required.

  • 2 years of experience in an administrative capacity or customer service field; or an equivalent combination required.

  • Medical terminology experience required.

  • Demonstrated customer relations skills preferred.

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.

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 008 CVSL RCPG & Cardiac Rehab
Schedule: 8 AM-4:30 PM