Patient Access Services, Manager - Communications, IP/ED Registration

Stony Brook University•Town of Brookhaven, NY

About The Position

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. POSITION SUMMARY: The Communications, IP/ED (Inpatient / Emergency Department) Registration Manager serves as a change agent who supports the Assistant Director and Director in leading the department to transform Revenue Cycle into organizational effectiveness, improvement, operations, and development. Reporting to the Director, this role oversees high-acuity 24/7 operations and approximately 30 FTEs across multiple sites/shifts, collaborates with the Hospital Flow Committee to prioritize patient throughput, facilitate interfacility transfers, and ensure high-quality frontline service.

Requirements

A minimum of a Bachelor’s degree in healthcare administration, business, or related field (or equivalent years of professional/ related experience).
Minimum of 5 years of progressive experience in hospital patient access and registration, with at least 3 years in a supervisory or managerial role (IP/ED or high acuity 24/7 operations are strongly preferred).
Demonstrated excellence in verbal and written communication, interpersonal skills, data analytics, investigational and problem-solving abilities, and leadership in interdisciplinary teams.
Knowledge of hospital patient flow, bed management, transfer processes, revenue cycle (e.g., eligibility verification, point-of-service collections, denial management), and regulatory compliance (HIPAA, EMTALA).
Ability to understand competing priorities in a complex, fast-paced, multi-site healthcare environment and adapt to facilitate work effectively.
Proficiency in Microsoft Office (especially Excel for reporting and metrics) and electronic health record and registration systems (Cerner or similar preferred).

Nice To Haves

Master’s degree in healthcare administration or related field.
Certification in healthcare access (e.g. CHAA) or related.
Experience with 24/7 operations oversight, multi-department collaboration (e.g. flow committees), system enhancements and quality reviews, or supervisory training programs.

Responsibilities

Oversees and coordinates daily operations of registration functions across two 24/7 Emergency Departments, Inpatient Admissions, Bed Board, and 24/7 Switchboard - Communications, ensuring appropriate staffing for approximately 30 FTEs (Full Time Employees) and service levels for continuous high-acuity care.
Performs and supervises accurate patient identity verification, demographic/financial data collection, and registration in accordance with hospital standardized policies, procedures, EMTALA, HIPAA, and revenue cycle requirements.
Analyzes complex registration, flow, and transfer data using problem-solving skills to identify discrepancies, inefficiencies, or risks; determines appropriate solutions to protect data integrity, patient safety, and revenue.
Utilizes reports, queues, and dashboards to investigate, monitor, and resolve registration errors, bed placement issues, transfer delays, and denial risks in a timely manner.
Coordinates bed assignments, interfacility transfers (internal/external), and patient flow initiatives in collaboration with the Hospital Flow Committee, clinical leadership, nursing, and external facilities.
Proactively identifies root causes of operational or data issues (e.g. registration inaccuracies, throughput bottlenecks) and communicates findings and recommendations to Director, business owners, or IT teams as appropriate.
Implements process improvements based on identified inefficiencies, participates in quality assurance, testing of system upgrades and enhancements, and ensures compliance with regulatory and accreditation mandates.
Develops, maintains, educates, and trains staff on policies, procedures, EHR utilization, registration best practices, customer service, and revenue integrity in a 24/7 environment.
Provides instruction, training, and oversight for registration, Bed Board, and Switchboard staff to maintain performance standards, cross-training, and operational continuity across shifts and approximately 30 FTEs.
Ensures all parties involved in corrections, transfers, or flow adjustments are promptly notified and validates timely execution.
Exhibits excellence in communication, feedback, and follow-through with interdisciplinary stakeholders, including IT, clinical departments, providers, and external partners.
Develops and maintains positive customer relationships with patients, visitors, colleagues, vendors, and external facilities.
Addresses employee relation issues including policy questions, performance evaluations, staff development, disciplinary actions, and personnel matters.
Manages time and attendance for department staff to ensure adequate 24/7 coverage across approximately 30 FTEs.
Adheres to all company and department policies and procedures in confidentiality, regulatory or contractual mandates, and HR policy.
May assist with special projects, quality assurance tasks, or other duties as assigned by the Director.