Ambulatory Access Navigation Hub Administrator

Who We Are St. John’s Episcopal Hospital is the sole provider of emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved communities of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. For more than 110 years, our 257-bed facility has delivered comprehensive preventive, diagnostic, treatment, and rehabilitative services to individuals of all faiths—regardless of their ability to pay. Come Grow With Us! Employment Type: Full-Time (75 hours biweekly) Shift: Days/Onsite Hours: 8:00 AM – 4:30 PM Compensation: $110,000 - $125,000 Position Summary The Ambulatory Access and Navigation Hub Administrator serves as the primary operational liaison between ambulatory practices and the centralized Patient Access and Navigation Hub. This role ensures alignment between Patient Access and Navigation Hub workflows and practice operations, proactively identifies access and scheduling issues, and escalates concerns as needed to minimize disruptions to patient care and service delivery. The Ambulatory Access and Navigation Hub Administrator is also responsible for the daily operational oversight of the front-end components of ambulatory practices, ensuring efficient workflows, optimal staffing performance, and compliance with organizational and regulatory standards. This role directly supervises Customer Service Representatives (CSRs) and collaborates with physicians, practice leadership, and ancillary departments to support seamless patient care, maximize access and revenue cycle potential, and maintain high-quality service delivery. Responsibilities:Patient Access and Navigation Hub Management, Liaison & Escalation ResponsibilitiesAct as the primary point of contact for all Patient Access and Navigation Hub–related operational matters impacting ambulatory practices. Escalate operational, staffing, workflow, and system-related issues to appropriate leadership in a timely manner. Collaborate with Patient Access and Navigation Hub leadership to resolve issues, implement corrective actions, and improve workflows. Ensure clear communication between practices and the Patient Access and Navigation Hub regarding scheduling rules, provider templates, registration standards, and operational updates. Support implementation of process improvements that enhance coordination, efficiency, and patient access across both teams. Develop processes, write Standard Operating Procedures and train staff on new workflows. Monitor Patient Access and Navigation Hub performance as it relates to scheduling accuracy, registration quality, access standards, and patient experience. Staff Management & DevelopmentOversee CSR assignments and daily coverage needs. Manage PTO requests, leave management, and disciplinary actions for CSRs. Lead onboarding and offboarding processes for CSRs. Conduct annual evaluations and ensure completion of required trainings and mandatories. Maintain up-to-date CSR certificates and compliance documentation. Provide training, coaching, and performance support for new and existing CSRs. Maintain competency in CSR functions to provide coverage as needed. Workforce AdministrationManage UKG payroll timesheets for CSRs and physicians. Monitor front desk operations to ensure workflow efficiency, service quality, and adherence to standards. Physician & Scheduling SupportOversee physician schedules, templates, and updates (including PTO, sick leave, and schedule adjustments). Serve as a liaison for physician scheduling issues and operational concerns. Support management of referral appointment scheduling (labs, specialties, etc.). Ensure proper referral authorization prior to visits. Registration, Billing & Access ManagementOversee registration workflows, demographic updates, insurance eligibility, consent forms, and voucher processes. Manage correction of registration errors and communication with CBO regarding identified issues. Supervise SmartWorks tasks related to registration errors, front-end issues, lab lists, and Athena Undefined items. Oversee patient portal enrollment and mail distribution. Manage no-show procedures, including patient calls and letters. Coordinate management of school/work forms and letters. Operational Oversight & ComplianceSupport regulatory compliance, including participation in TJC Corrective Action Plans for relevant operational items. Develop, implement, and refine operational policies and workflows to improve efficiency and patient experience. Collaborate with facility management to support building/facility contract oversight. Financial & Administrative ManagementOversee payment recollection reconciliation processes. Manage supply ordering for clinical and administrative needs. Coordinate printer toner replacements. Process invoices and check requests (e.g., Stericycle). Communication & Stakeholder CoordinationServe as the primary point of contact for the Patient Access and Navigation Hub regarding scheduling, registration, and front desk issues. Maintain strong working relationships with physicians and communicate operational updates effectively. Support transportation reimbursement workflows. QualificationsRequiredBachelor’s degree in Healthcare Administration, Business Administration, or related field (or equivalent experience). 3+ years of experience in ambulatory operations or healthcare management. Experience supervising frontline staff and managing day-to-day operations. Strong understanding of Patient Access and Navigation Hubs, registration workflows, and insurance eligibility. Skills & CompetenciesStrong leadership, coaching, and team-building skills. Ability to manage multiple operational priorities simultaneously. Excellent communication and interpersonal abilities. Process-driven mindset with strong attention to detail. Problem-solving and conflict-resolution skills. Ability to build effective relationships with physicians and staff. Proficiency with scheduling systems, EHR platforms, and reporting tools. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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