Patient Access Services, Team Lead - Communications (Switchboard & Bedboard) in Southampton

Stony Brook Southampton Hospital's Patient Access Services in a hospital setting encompasses many different roles and responsibilities. It is one of the most important and concentrated areas in healthcare. We are responsible for the delivery of the critical components of the revenue cycle, as well as keeping the hospital compliant with the many regulatory agencies, maintaining patient safety through correct patient identification practices and providing extraordinary customer service skills in situations that are often difficult.

The Communications (Switchboard & Bedboard) Team Lead is responsible for helping oversee the operations of clerical support staff by managing and delegating interactions between patients, providers, and administration to improve customer service and employee satisfaction. They are also responsible for assigning tasks and ensuring completion, overseeing staff by acting as a resource for information and difficult situations, while maintaining open communication with staff, patients, providers and leadership to ensure operational goals are met.

Responsibilities:

• Oversee and coordinate the flow of overall functions of the Patient Access Services Office.
• Operate telephone switchboards and consoles to connect, hold, transfer and disconnect telephone calls.
• Connect calls to the required extension, redirect them to another number or place them in a waiting queue if the desired number is busy.
• Oversee bed board systems to maximize hospital occupancy and patient flow.
• Organize, distribute and respond to all incoming emails to the department email box.
• Assist clinical and marketing teams for departmental promotions.
• Assist where appropriate to maintain departmental regulatory compliance.
• Work across departmental teams to maintain workflow efficiencies.
• Participate directly in revenue cycle initiatives as needed.
• Collect co-payment, deductible, and co-insurance amounts according to patient’s health insurance plan and contractual agreement.
• Help merge patient charts from ancillary systems into the patients’ electronic Medical Record.
• Support quality patient care while meeting health and safety standards.
• Verify insurance eligibility of all insured patients and financially investigate self-pay patients.
• Organize, maintain, and track authorizations for all patients and visits.
• Collaborate with other departments to ensure the needs of the patient and department are met.
• Report and attend departmental monthly meetings and provide updates on departmental initiatives, goals, and statistics.
• Responsible for creating and preparing unique and recurring reports or projects as needed and assigned while keeping Patient Access leadership properly informed including daily point-of-service collections and revenue cycle initiatives.
• Collaborate with Patient Access leadership on performance expectations, regulatory and accreditation mandates.
• Work closely with Patient Access training team to ensure all new hires have necessary access to hospital systems.
• Track and manage single case rate agreements to maximize reimbursement.
• Stay abreast of changing third-party payer criteria to aid in revenue capture as it relates to the hospital financial policy.
• Maintain current knowledge base regarding insurance information and managed care guidelines; maintain knowledge base of designated networks based upon managed care contracts.
• Coordinate with Patient Access leadership to ensure appropriate staffing levels are met based on operational needs, handle and arrange coverage as needed, and accommodate all shifts and locations across the department.
• Develop and maintain positive customer service with all patients, colleagues, visitors, and vendors by exercising utmost diplomacy and tact.
• Manage RQA reports by resolving errors and producing corrected accounts.
• Abide by documentation guidelines consistently.
• Adhere to all company and department policies and procedures in confidentiality, regulatory and contractual mandates and HR policy.
• Comply with departmental dress code and maintain a neat appearance.
• Keep current with departmental and hospital training requirements, including the completion of annual refresher courses.
• Perform other department-related duties as deemed appropriate by the Patient Access Services leadership.

Required Experience and Qualifications:

• Associate’s degree required.
• Five (5) years’ experience in Healthcare/Revenue Cycle/Business Office required.
• Three (3) years’ experience in staff supervision/leadership required.
• Two (2) years Patient Access experience required.
• One (1) year switchboard/bedboard experience required.
• Customer service and support skills required.
• Strong communication, interpersonal, and multitasking skills required.
• CPT, ICD-10, and medical terminology experience required.
• Must possess quantitative analytical skills and computer savviness including Microsoft Office, Word, Excel, and PowerPoint, including knowledge of external provider web portals.
• Demonstrates exceptional attention to detail and accuracy in all tasks, ensuring high-quality results and minimizing errors.
• Must be able to multitask in a high-stress fast-paced environment.
• Capable of working independently with minimal supervision, demonstrating strong self-motivation and initiative with strong time-management skills to meet deadlines.
• Possesses comprehensive knowledge to help in assisting patients in understanding medical insurance benefits.

Physical Demands:

• Prolonged periods of standing, walking and sitting.
• Commuting to hospital and offsite facilities required.
• Must be able to lift up to 25 pounds.
• Possible exposure to various illnesses and diseases.

Travel:

As part of employment at Southampton Hospital, there may be occasions when travel to other locations is needed to support operational needs.

Special Notes:

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.

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established based on relevant experience. The above salary range (or hiring range) represents SBSH’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Pre-Employment Requirements:

• Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Southampton Hospital’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).

Compliance Note:

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

Company Overview:

Stony Brook Southampton Hospital as part of Stony Brook Medicine provides direct access to the highest level of academic-based medical care. Located in the heart of the village of Southampton, two hours from New York City, the hospital provides healthcare services to a diverse community of year-round residents, second homeowners and vacationers. The population, about 75,000 in the winter months, increases sharply to more than 300,000 in the summer. Stony Brook Southampton Hospital has been recognized as a Long Island Top Workplace by Newsday among large employers (defined as having 500+ employees). Stony Brook Medicine is committed to excellence in diversity and the creation of an inclusive learning and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws. Stony Brook Southampton Hospital, consistent with our shared core values and our intent to achieve excellence, remains dedicated to supporting healthier and more resilient communities, both locally and globally.