Lead Office Operations Assist Orthopedics

St. Mary’s Healthcare has been providing high-quality, compassionate healthcare to the people of Montgomery and Fulton counties since 1903. At St. Mary’s Hospital, the Rao Outpatient Pavilion and other locations, the local, independent healthcare organization offers the comprehensive, critical services its community needs and deserves. St. Mary’s Healthcare has also been named a 2026 Times Union Top Workplace—the first acute care hospital in the Capital Region to earn the distinction since the Times Union launched the recognition program 14 years ago.

Job Requisition: LEADO001787
Employment Type: Full-time
Shift: Days
Hours Per Week: 40 hours

Location: Mohawk Valley Orthopedics

Hiring Range: $17.85-$23.88/hourly

Below are the shift differentials based on eligible shifts worked:

• Weekday evening shift - additional 10%
• Weekday night shift - additional 15%
• Weekend day shift - additional 10%
• Weekend evening & night shifts - additional 21%

The actual compensation for this position will be determined based on experience and other factors permitted by law.

Responsibilities:

• Oversee the daily operations of patient access for the department, ensuring efficient patient registration, appointment scheduling, insurance verification processes and co-payment collection.
• Train and mentor patient access staff on best practices, departmental procedures, and customer service excellence to ensure high-quality patient interactions.
• Implement and enforce healthcare compliance and privacy regulations among team members, ensuring all patient information is handled securely and in accordance with HIPAA guidelines.
• Analyze patient access processes and workflows, identifying areas for improvement and leading initiatives to enhance patient satisfaction and operational efficiency.
• Coordinate with clinical departments and external stakeholders to manage patient flow, addressing any bottlenecks or delays in access to care.
• Manage the resolution of patient complaints related to access issues, working closely with patients and families to address concerns and improve their experience.

Additional Responsibilities:

• Other duties as assigned.

Supervisory Responsibilities:

• None

Education, Training & Experience:

• High school diploma/GED or a minimum of three (3) years’ experience required. Previous customer service required. Previous medical office experience preferred.

• Medical terminology certification preferred

Required Skills and Attributes:

• Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job
• Must be able to multitask while remaining professional, focused, composed and positive.
• Excellent customer service skills
• Displays integrity, friendliness, and compassion.
• Must be able to establish an appropriate and effective rapport with others.
• Demonstrates flexibility
• Takes initiative
• Able to work in a fast-paced environment
• Embraces new opportunities to grow both personally and professionally.
• Effective critical thinking and problem-solving skills.
• Proficient with various Microsoft Office products (Word and Excel).
• Strong organizational skills.
• Effective interpersonal skills.
• Ability to take and follow direction in a positive and appropriate manner.
• Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills.
• Must be able to read and follow instructions.