Patient Access Representative – Call Center

Position Summary

At Stony Brook Medicine, our Patient Access Representatives are responsible for completing varied, diverse and specialized duties to support the Revenue Cycle, Compliance and Patient Experience by accurately and efficiently completing tasks in areas of Registration, Financial Screening and Verification, and patient throughput.

Qualified candidates will demonstrate excellent communication and interpersonal skills, knowledge and understanding of patient care and effectively respond to changing patient needs by making decisions based on ethical principles and adhering to our high standard of excellence.

The Patient Access Representative in our Call Center / Pre-Registration location in Commack, NY is a key member of the Patient Access Services team, responsible for accurately and efficiently initiating and receiving patient calls to schedule and/or preregister hospital outpatient services and surgical procedures while providing the highest level of customer service. The Call Center Registrar secures financial clearance through insurance verification, authorization/referral validation, and POS collections. Reviews registrations for completeness and correctness; and supports the registration areas with financial services expertise.

Duties of a Patient Access Call Center Representative may include the following, but are not limited to:

• Ensure balanced and appropriate scheduling of complex, high volume appointments for multi-specialties in Cerner / EWS scheduling system.
• Obtain complete and accurate patient demographic and insurance information, ensuring data is current and coverage verified to sufficiently meet requirements to generate a “clean” bill. 
• Responsible to complete thorough data assessment of all required patient information through interview and other methods to support goals of patient safety and registration integrity during the pre-registration process.
• Provides financial guidance and excellence in Financial Care to patients and their representatives by providing information about their health care insurance coverage and cost share responsibilities. Provide self-pay patients with information on qualifications for Medicaid or financial assistance.
• Support POS collections by securing co-payments, deposits and/or deductibles at time of pre-registration. 
• Utilizing various worklists, monitor and ensure registration workflow and financial clearance process is complete within prescribed time frames.
• Demonstrates a positive organizational attitude and commitment to patient experience. Maintains respectful and compassionate demeanor and provides high-quality patient centered care.
• The selected candidate will be required to work some holidays.

Qualifications

Required: 

• Associate’s Degree with one year working experience in a customer service, public health, healthcare, or related industry such as insurance. 
• In lieu of degree, two years of demonstrated excellence working in a customer service/call center, healthcare, or other related industry requiring skills which demonstrate experience in payment collection, insurance reimbursement, or access services. 
• Demonstrated excellence in verbal and written communication, computing and multi-tasking skills.
• Candidate must demonstrate experience and expertise in speaking with customers and can work well with persons who are under stress (such as sick patients and their distressed family members).

Preferred: 

• Bilingual in English and Spanish. 
• Billing, Accounts Receivable or Customer Service/Call Center experience.
• Familiarity with medical insurance benefits, demonstrated through experience with EMR computerized registration / Financial / IT systems.
• Knowledge of medical terminology. 
• Previous experience as a patient access representative at a Medical Center is preferred.

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.

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• 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 maybe 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 maybe 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.

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Stony Brook University 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.

If you need a disability-related accommodation, please call the University Office of Equity and Access at (631)632-6280. 

In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed here. 

Visit our WHY WORK HERE page to learn about the total rewards we offer.

Stony Brook University 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.

Anticipated Pay Range:

The salary range (or hiring range) for this position is $49,139 – $54,253 / year.

The above salary range represents SBUH’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The specific salary offer will be based on the candidate’s validated years of comparable experience. Any efforts to inflate or misrepresent experience are grounds for disqualification from the application process or termination of employment if hired.

Some positions offer annual supplemental pay such as:

• Location pay for UUP, CSEA & PEF full-time positions ($3400)

Your total compensation goes beyond the number in your paycheck. SBUH provides generous leave, health plans, and a state pension that add to your bottom line.

Job Number:

2403413

Official Job Title: TH Instructional Support Assistant

Job Field

: Other

Primary Location

: US-NY-Commack

Department/Hiring Area: Patient Access

Schedule

: Full-time 

Shift

:Day Shift Shift Hours: 9:30a-5:30p Pass Days: Sat, Sun

Posting Start Date

: Sep 9, 2024

Posting End Date

: Sep 24, 2024, 3:59:00 AM

Salary:$49,139 – $54,253 / year

Salary Grade:SL1

SBU Area:Stony Brook University Hospital

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