Administrative Operations Lead (FGP) Brooklyn, Call Center

Administrative Operations Lead

NYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An integral part of NYU Langone Health, the Grossman School of Medicine at its core is committed to improving the human condition through medical education, scientific research, and direct patient care. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

• Position Summary :
• We have an exciting opportunity to join our team as a Administrative Operations Lead. In this role, the successful candidate assists with maintaining effective operations at the practice and provides administrative support to front desk, schedulers, other admins, and clinical staff. This role works with practice leadership to onboard and orient staff, support ongoing training activities, and monitors performance and productivity metrics. The Administrative Operations Lead serves as the go-to person for operational issues and is responsible for assisting in the implementation of key FGP operational initiatives and monitoring front-end metrics.
• Job Responsibilities :
• Practice Operations
• Functions as a liaison between management and physicians to ensure effective service for patients. Establishes and maintains effective working relationships with group physicians.
• Manages all shared informational spreadsheets and folders such as Contact Grid, HR files, onboarding checklists etc.
• Assists management with timekeeping and payroll for practice.
• Ability to support management in ordering of clinical and clerical supplies via e Procurement.
• Maintain cooperative and professional relationships with physicians, nurses, office and clinical staff. Acts as the "go-to" person for patient intake, pre-cert, referrals, prescription refill operations and staff, stepping in at times to assist.
• Troubleshoots routine problems, raises unresolvable issues to a higher level.
• Oversees any required training programs on policies and procedures to maintain standardization amongst the FGP. Works closely with Administration, on or off site Coordinators and Supervisors, Epic Operations, to identify opportunities to improve practice operations.
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc.
• Assist with office and safety related projects, and ensure they are progressing efficiently and will be completed by the deadline.
• Places MCIT ticket in the event hardware is non-functional such as desktop phones, desktop computers, and issues with incoming and outgoing calls and / or telephone outages.
• Works with Practice Leadership to develop staffing standards, ongoing trainings and performance and productivity metrics.
• Monitors and oversees registration quality, completeness and collection of personal payment responsibilities, identifying issues and suggests improvement initiatives as needed.
• Assists in implementation and oversight of key FGP operational initiatives such as MIPS, CheckMate, Patient Secure and digital scheduling.
• Reviews operational dashboards and management reports to track performance and identify trends that need to be addressed. This includes oversight and management of key indicators related to MIPS, Epic front-end work-queues, waitlists, in-baskets, open encounters, and patient experience, etc.
• Monitors front-end analytics including co-pay collection, insurance verification, authorization and referral and front-end denials.
• Places MCIT ticket in the event hardware at front-desk areas become non-functional such as desktop phones, desktop computers, patient secure palm readers, desktop scanners, Welcome Kiosk, copier and fax machines.
• Serves as liaison with other NYULH Department Representatives.
• May contribute to employee performance reviews.
• Other projects as necessary.
• Patient Experience & Access
• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off).
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care / interaction as appropriate.
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
• Minimum Qualifications :
• To qualify you must have a An Associate's Degree with a minimum of 3+ years of relevant work experience or equivalent combination or training and relevant work experience required. Ability to work in a fast paced multi physician practice environment. Good communication, interpersonal and computer skills. Ability to develop and maintain effective working relationships with physicians, staff and patients. Experience and competency with varied computer software, including EPIC (Super User). Writing skills to compose and edit logical, detailed, comprehensive and grammatically correct correspondence. Skill in communicating with various audiences with diplomacy and tact. Knowledge of medical terminology. Ability to handle matters of highly confidential and sensitive nature. Ability to recognize and identify problems, implications and propose alternative solutions. Ability to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experience.
• Preferred Qualifications :
• Knowledgeable of Microsoft Suite Programs (Powerpoint, Word, Excel, Visio, etc.)
• Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Grossman School of Medicine is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $66,543.00 - $66,543.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need.