Outpatient Access Lead

Rochester, NY


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. Front line trouble shooter and problem solver, Expert in the check in/check out processes. Monitors accuracy and efficiency in all OAS work areas. Provides line coverage for all front office Vacation(s) / sick call ins. Responsible for patient problem solving and de-escalation; with assistance from practice manager as needed.

May take on one or more of these specialized functions, as assigned:

  1. Human Resource duties assisting the Clinic/Practice Manager such as personnel-related matters: Schedules staff work time, 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. Direct Provider Support: Works one-to-one with assigned provider(s). Manages that providers messages and scheduling needs. Responsible for providers group rosters, maintenance/ scheduling. Address post visit items such as paperwork including form completion, letter templates and obtaining medical records, etc.

  3. Direct Support Staff Supervisor – Acts as area authority in the absence of the practice manager; in collaboration with Senior directors of the department.

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

Training: Coordinates all activities around staff training. 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 Deposit Management: On a daily basis complete and submit deposit from previous days collection. Reviews all deposit discrepancies with assistance from Practice Manager as needed.

Master Builder/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

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