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

Position Summary

Stony Brook Southampton Hospital’s Patient Access Services oversees the delivery of critical revenue‑cycle components, ensures regulatory compliance, and provides outstanding customer service. The Communications (Switchboard & Bedboard) Team Lead leads clerical support staff, manages patient, provider, and administrative interactions, and ensures operational goals and high‑quality service standards are met.

Responsibilities

• Oversee and coordinate flow of overall functions of the Patient Access Services Office.
• Operate telephone switchboards and consoles to connect, hold, transfer, and disconnect calls.
• Direct calls to required extensions, redirect to other numbers, or place in a waiting queue if busy.
• Manage bed board systems to maximize hospital occupancy and patient flow.
• Organize, distribute, and respond to all incoming emails for the department.
• Assist clinical and marketing teams with departmental promotions.
• Assist in maintaining departmental regulatory compliance.
• Collaborate across teams to maintain workflow efficiencies.
• Participate in revenue‑cycle initiatives as needed.
• Collect co‑payment, deductible, and co‑insurance amounts according to patient plans and contractual agreements.
• Merge patient charts from ancillary systems into electronic medical records.
• Support quality patient care while meeting health and safety standards.
• Verify insurance eligibility of insured patients and investigate self‑pay cases.
• Organize, maintain, and track authorizations for all patients and visits.
• Collaborate with other departments to ensure patient and departmental needs are met.
• Attend departmental monthly meetings, provide updates on initiatives, goals, and statistics.
• Create and prepare unique and recurring reports or projects as needed, keeping Patient Access leadership informed.
• Collaborate with leadership on performance expectations, regulatory and accreditation mandates.
• Work with the training team to ensure new hires have necessary system access.
• Track and manage single‑case rate agreements to maximize reimbursement.
• Stay abreast of changing third‑party payer criteria to aid revenue capture.
• Maintain knowledge base of insurance and managed care guidelines.
• Coordinate staffing levels based on operational needs, handle coverage arrangements, and accommodate all shifts and locations across the department.
• Develop and maintain positive customer service with all patients, colleagues, visitors, and vendors.
• Manage RQA reports by resolving errors and producing corrected accounts.
• Abide by documentation guidelines consistently.
• Adhere to all company and department policies, confidentiality, regulatory and contractual mandates, and HR policy.
• Comply with dress code and maintain a neat appearance.
• Complete annual refresher courses and keep current with training requirements.
• Perform other department‑related duties as appropriate.

Requirements & Qualifications

• Associate’s degree required.
• Five (5) years’ experience in Healthcare/Revenue Cycle/Business Office required.
• Three (3) years of staff supervision/leadership experience required.
• Two (2) years of Patient Access experience required.
• One (1) year of switchboard/bedboard experience required.
• Customer service and support skills required.
• Strong communication, interpersonal, and multitasking skills required.
• Experience with CPT, ICD‑10, and medical terminology required.
• Quantitative analytical skills and computer savviness, including Microsoft Office, Word, Excel, and PowerPoint, and external provider web portals.
• Exceptional attention to detail and accuracy in all tasks.
• Ability to multitask in a high‑stress, fast‑paced environment.
• Capability to work independently with minimal supervision.
• Strong self‑motivation, initiative, time‑management skills, and ability to meet deadlines.
• Comprehensive knowledge of medical insurance benefits.

Physical Demands

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

Pay Range

$37.37 - $39.90 / hour

Pre‑Employment Requirements

• Successfully complete pre‑employment physical examination and obtain medical clearance.
• Complete electronic reference check with a minimum of three professional references.
• Successfully complete a 4‑panel drug screen.
• Meet regulatory requirements for pre‑employment screenings.
• Provide copies of any required New York State license(s)/certificate(s).

EEO Statement

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.