Access Center Lead Agent (Call Center… at Mount Sinai… · New York

Description In the Access Center Lead Agent role within the FPA Access Center, you will be responsible for exemplifying patient experience while interacting with patients and visitors over the telephone and other communications channels by providing superior customer service. The FPA Access Center which is centralized contact/call center for the Mount Sinai Health System, located in West Side of Manhattan. Although we are an administrative office, the Access Center supports many of the various doctors’ offices in our health system.

The Lead Agent for the Access Center is a senior level individual, responsible for scheduling appointments, consults and follow-up appointments for patients, and who takes a lead role among this group, mentoring and managing all training for new and less experienced staff. This individual assists the Supervisor in oversight of front desk and office activity, or functions as point of contact in the Supervisor’s absence.

Responsibilities

• Schedules patient FPA appointments and updates practice management system.
• Collects patient demographics and insurance information and enters into practice management system.
• Verifies patient insurance coverage prior to appointment and advises patient of any insurance referrals or authorizations needed.
• May schedule patients appointments for tests or consults.
• May initiate reminder calls for next days appointments.
• Manages training and mentors less experienced Scheduling Coordinator and administrative staff, and discusses issues of concern with Supervisor.
• May perform duty as liaison between Scheduling Coordinator staff and Administrative Assistants in addressing patient concerns.
• Participates in customer service initiatives, patient satisfaction surveys, ACD and appointment reporting.
• May participate and offer input into the Performance Appraisal process with the Supervisor.
• Point of contact in the Supervisors absence.
• Performs other related duties.

Qualifications

• High School diploma/GED
• 3+ years of secretarial/clerical experience, preferably with some directly related experience, in a medical practice environment

Non-Bargaining Unit, 008 - FPA Access Center - ISM, Icahn School of Medicine

Employer Description Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

Equal Opportunity Employer

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

Compensation

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $21 - $34 Hourly. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.