Job Description

POSITION SUMMARY:

The Lead, Patient Access Coordinator – Oncology serves as an operational lead supporting front desk and patient access functions across assigned Cancer Institute locations. This role works closely with Patient Access leadership to promote consistent workflows, service standards, and operational practices across locations while providing hands-on support to front desk teams. The Lead serves as a resource for Patient Access team members, helps identify opportunities for process improvement and standardization, supports onboarding and training of new team members, and assists with maintaining operational continuity during vacancies, call-outs, or periods of increased patient volume. This position is expected to maintain a strong working knowledge of front desk and patient access responsibilities and regularly works alongside team members to support daily operations. The Lead helps ensure processes align with the Cancer Institute’s mission, organizational standards, and commitment to providing a consistent, patient-centered experience across all locations.

CORE ESSENTIAL RESPONSIBILITIES:

• Supports daily front desk and patient access operations across assigned Cancer Institute locations.
• Provides operational presence across locations to identify workflow needs, barriers, and opportunities for improvement.
• Promotes consistent front desk processes and service expectations across assigned sites.
• Partners with Patient Access leadership and local operational leaders to address workflow challenges and implement standardized solutions.
• Serves as an operational resource for front desk team members regarding established workflows, processes, and escalation pathways.
• Assists with monitoring daily operational needs and communicates concerns or trends to Patient Access leadership.
• Helps ensure appropriate front desk coverage based on operational needs and patient volumes.
• Provides direct front desk coverage when necessary due to vacancies, call-outs, staffing gaps, or unexpected operational needs.
• Maintains competency in front desk functions to ensure the ability to provide hands-on operational support when needed..
• Supports implementation and adoption of standardized Patient Access workflows, policies, and procedures.
• Identifies operational inefficiencies, recurring barriers, and opportunities to improve patient flow and team efficiency.
• Participates in process improvement initiatives designed to improve access, patient experience, operational efficiency, and staff experience.
• Assists with developing standard work, job aids, workflows, and other operational resources.
• Reinforces approved processes and helps identify areas where additional education or clarification may be needed.
• Provides feedback to Patient Access leadership regarding operational trends and opportunities observed across locations.
• Supports onboarding and orientation of newly hired Patient Access team members.
• Provides hands-on training and workflow education for new employees.
• Reinforces standardized processes and expectations during the onboarding period.
• Assists new team members with developing proficiency in front desk workflows, systems, and patient service expectations.
• Provides ongoing coaching and real-time operational guidance to team members within the scope of the Lead role.
• Identifies potential training gaps and communicates educational needs to Patient Access leadership.
• Supports implementation of workflow changes, new technology, and process improvements through staff education and reinforcement.
• Helps create an environment of collaboration, accountability, and continuous improvement.
• Serves as a liaison between frontline Patient Access staff and Patient Access leadership regarding day-to-day operational needs.
• Supports leadership with implementation of new initiatives, workflows, and operational changes.
• Assists with assessing readiness and adoption of new processes across assigned locations.
• Provides observations and feedback regarding workflow adherence, training needs, staffing challenges, and operational barriers.
• Participates in staff huddles, operational meetings, and improvement initiatives as requested.
• Escalates patient safety, compliance, staffing, workflow, or service concerns through appropriate leadership channels.
• May assist with special projects and operational initiatives related to Patient Access and front desk operations.
• Models professional, compassionate, and patient-centered interactions.
• Supports consistent patient experience standards across Cancer Institute locations.
• Promotes effective communication and coordination between Patient Access, clinical teams, and other operational departments.
• Supports efficient patient arrival, registration, check-in, check-out, scheduling, and related front desk workflows as applicable to the assigned location.

Requirements

REQUIRED EDUCATION & EXPERIENCE

• High school diploma or equivalent required.
• Minimum of 3 years of experience in healthcare Patient Access, medical office operations, registration, scheduling, front desk operations, or a related healthcare setting.
• Oncology experience preferred.
• Experience with Epic or comparable electronic health record and scheduling systems preferred.

REQUIRED KNOWLEDGE, SKILLS OR ABILITIES

• Strong understanding of healthcare Patient Access and front desk operations.
• Demonstrated ability to identify workflow inconsistencies and support process standardization.
• Strong interpersonal and communication skills.
• Ability to train, coach, and support team members with varying levels of experience.
• Strong problem-solving and critical-thinking skills.
• Ability to work independently while maintaining appropriate communication with leadership.
• Ability to prioritize competing operational needs across multiple locations.
• Strong commitment to patient experience and service excellence.
• Ability to adapt quickly to changing workflows, staffing needs, and operational priorities.
• Demonstrated professionalism and ability to maintain confidentiality.
• Ability to collaborate effectively with clinical, administrative, and operational teams.
• Comfortable providing hands-on frontline support when operationally necessary.