Patient Access Manager, Call Center & Outpatient Operations

Job Description - Patient Access Manager, Call Center & Outpatient Operations (2603495)

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…