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University of Rochester Outpatient Access Lead - 219656 in Rochester, New York

Outpatient Access Lead

Job ID



Strong Memorial Hospital

Full/Part Time


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Full Time 40 hours Grade 008 Outpatient Department III


Position Summary:

Coordinates the activities of the General Medicine/Strong Internal Medicine division’s Outpatient Access Associates and Outpatient Access Specialists. Acts as a resource to staff performing those functions in a clinic and procedure setting. Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner. Coordinates all staff training activities. Assists Administrator through operational support and personnel related matters, including performance evaluations, and developing plans for improvement in staff member’s completion of assigned activities.


  • Personnel oversight – Creates, manages and reviews front desk coverage schedule. Handles sick calls and manages vacation coverage needs. Provides input to supervisor on staff performance for evaluations and/or performance reviews. Assigns special projects to staff as needed. Acts as authority figure in absence of Administrator. Daily management and observation of OAS staff members. Ensures staff members adheres to the University’s policies and procedures at all times.

  • Customer Interaction - Role models the ICARE values to patients and their families, providers and coworkers. Immediately identifies and implements customer service improvement opportunities for all Outpatient Access Specialists. Assist with checking patients in and out for their appointments as well as scheduling follow up appointments.

  • Financial management – Reconciles receipts with encounters to ensure that appropriate payments have been applied as required by the billing office. Ensures petty cash is safeguarded, credit card machines are operable, and that change is on hand to provide to patients as needed. Trains staff to assist as needed. Follows up to resolve any discrepancies.

  • Front end operations oversight - Reviews and ensures that all front desk operational changes are updated and immediately implemented. Ensures daily communication with clinic staff to ensure patients have a smooth transition from point of check in to check out. Follows up with clinic staff on any delays that are encountered.

  • Training - Ensures that all new staff members become well versed in check in/out scheduling processes and procedures. Works with supervisor to create training opportunities that will enhance staff member’s skill sets. Tracks and monitors completion of mandatory annual training sessions. Answers staff members’ day-to-day questions that arise and provide guidance to ensure they are responding appropriately to patient questions.

  • Other – Performs other duties as required, including attendance at manager meetings and working on special projects for direct supervisor and SIM Division Administrator. Interfaces with leaders from various departments to support the implementation of organizational initiatives.


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.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled