Patient Access Manager, Call Center & Outpatient Operations

Position Summary

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.

Duties may include, but are not limited to the following;

• 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.

*The selected candidate will be required to work some holidays. Pass days are variable and weekend availability is required. The schedule/pass days may be subject to change.

*Essential Position: This function/position has been designated as "essential." This means that when the Hospital is faced with an institutional emergency (staff shortages, increased census, inclement weather, and/or other emergencies), employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.

Qualifications

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

** The selected candidate will be required to work some holidays. Pass days are variable and weekend availability is required, the schedule/pass days may be subject to change.

Please Note: Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration.

Special Notes: Resume/CV should be included with the online application.

Posting Overview: This position will remain posted until filled or for a maximum of 90 days. An initial review of all applicants will occur two weeks from the posting date. Candidates are advised on the application that for full consideration, applications must be received before the initial review date (which is within two weeks of the posting date).

If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. Please note, that if no candidate were identified and hired within 90 days from initial posting, the posting would close for review, and possibly reposted at a later date.

• Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
• All Hospital positions may be subject to changes in pass days and shifts as necessary.
• This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
• This function/position may be designated as "essential." This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.

Prior to start date, the selected candidate must meet the following requirements:

• 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).

Failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.

*The hiring department will be responsible for any fee incurred for examination.

Anticipated Pay Range:

The salary range for this position is listed below. This range reflects Stony Brook University Hospital's good faith and reasonable estimate of potential compensation at the time of posting.

The final offer will be determined based on the candidate's verified years of relevant, comparable experience. Please note that misrepresentation or inflation of experience may result in disqualification from the hiring process or termination of employment if hired.

Some positions may also include annual supplemental pay, such as:
• Location Pay: for UUP full-time positions

At Stony Brook University Hospital, your compensation extends beyond your paycheck. We offer comprehensive benefits including generous leave, health insurance, and participation in the state pension system that contribute significantly to your overall total rewards package.