Patient Access Manager, Call Center & Outpatient Operations

Stony Brook University•Stony Brook, NY

1d•Onsite

About The Position

At Stony Brook Medicine, the Patient Access Manager, Call Center & Outpatient Operations is responsible for the oversight and coordination of Patient Access Call Center and outpatient registration operations supporting scheduled elective services and hospital outpatient encounters. The Manager ensures efficient patient access, registration integrity, service excellence, and operational performance across assigned areas. Reporting to the Assistant Director of Operations, the incumbent provides leadership to the supervisor and staff and is responsible for operational performance, staffing, quality, compliance, and process improvement initiatives that support organizational goals and enhance the patient experience.

Requirements

Bachelor's Degree and a minimum of three (3) years of supervisory and/or management experience in a healthcare or customer service call center setting.
Demonstrated leadership experience managing staff, workflow, productivity, and service performance in a fast-paced environment.
Strong communication, organizational, analytical, and problem-solving skills.
Verification of degree (e.g., diploma or official transcript) is required for this role.
Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services
Complete electronic reference check with a minimum of three (3) professional references.
Successfully complete a 4 panel drug screen
Meet Regulatory Requirements for pre employment screenings.
Provide a copy of any required New York State license(s)/certificate(s).

Nice To Haves

Hospital Patient Access, Registration, Scheduling, or Revenue Cycle experience.
Experience managing healthcare call center operations.
Knowledge of patient registration, pre-registration, insurance verification, and patient access workflows.

Responsibilities

Responsible for the operational oversight of Patient Access Call Center and Outpatient Registration services including scheduling, pre-registration, and registration activities.
Oversees daily operations for the Call Center, Preoperative Services (POS), Pediatric Special Procedures (PSP), the Ambulatory Surgery Center (ASC), Main Hospital Outpatient Registration, and other assigned service locations.
Provides leadership and support to supervisors and staff to ensure efficient workflows, appropriate staffing coverage, achievement of productivity standards, and exceptional customer service.
Monitors volume, productivity, time study, quality, and other operational metrics to evaluate staffing needs, ensure equitable staff assignments, and support operational efficiency across assigned areas.
Coordinates and supports end-to-end registration workflows from scheduling and pre-registration through patient arrival to promote registration integrity, efficient patient throughput, and a positive patient experience.
Ensures consistency in operational workflows and compliance with departmental and organizational policies and procedures while identifying and implementing process improvement opportunities.
Collaborates with Patient Access leadership, Revenue Cycle, Clinical Departments, and Quality Assurance teams to improve patient access, reduce denials, and ensure timely and accurate registrations.
Develops workflow enhancements and staff accountability measures while promoting staff education and continuous improvement to support quality and operational goals.
Responsible for employee recruitment, onboarding, performance management, staff development, and the timely completion of performance programs and evaluations for assigned staff.
Fosters a culture of accountability, collaboration, professionalism, service excellence, and positive engagement across the Patient Access department.
Completes other duties as assigned in support of Patient Access, Quality, Compliance, and organizational objectives.