Full Job Description
Position Summary:
We have an exciting opportunity to join our team as a Assistant Operations Manager (FGP) - Manhattan, Tisch Ctr Essex Crossing.
In this role, the successful candidate The Assistant Ops Manager is responsible for complete oversight of all front-end operations including Front-Desk Registration and the backline scheduling departments. In addition to supervisory responsibilities the Assistant Ops Manager will partner to lead administrative & quality initiatives.
Job Responsibilities:
Operations & Financial Management
Supports business and patient care functions of a Faculty Group Practice site (insert type of practice based on level of manager/role JD title).
Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance and Human Resources,
Works with Practice Manager or Site Director to develop staffing standards, ongoing trainings and performance and productivity metrics.
Improves performance to expected benchmarks, reviews and disseminates information to staff on a regular basis.
Assists in implementation and oversight of key FGP operational initiatives including, but not limited to, 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 workqueues, waitlists, in-baskets, open encounters, and patient experience, etc.
Identifies additional staff training requirements and coordinates as needed.
Attends FGP Leadership and Administrative meetings and effectively communicates upcoming changes, upgrades, and initiatives to staff and physicians.
Monitors revenue cycle outcomes relative to front-end processes including co- pay collection, insurance verification, authorization and referral management and front-end denials.
Oversees and manages any required training for new hires and existing staff on workflows, and policies and procedures to maintain standardization across the FGP. Works closely with FGP representatives to identify opportunities to improve front-end processes.
Coordinates with Tenant Coordinator to address any facility concerns related to the practice space including the development of emergency action plans.
Serves as liaison with other NYULH Department Representatives.
Optimizes patient flow and patient access.
Responsible for sending Physician coverage each week to afterhours service
Involved in all patient complaints including management phone escalations and in-person grievances. Partners with Site Leadership and Practice Liaison to ensure proper follow-up is handled
Responsible for completion of payroll approval for direct reports
Will ensure all physician EPIC templates meet contractual sessional hours
Where applicable, serve as direct contact for Executive Physicals. Ensures all payments are collected at TOS.
Primary contact for treasury pick-ups related to copayment collection
Develops and maintains practice resources such as contact list, staff directory, etc.
Monitor Staff Scheduling pool and Clinical pool and route messages accordingly to proper staff
Ensures all front-end documents and consents are up-to-date
Involved in interview process for all non-clinical positions within practice
Performs other duties and projects as necessary.
Staff Engagement
Mentor?s supervisors, staff, and actively promotes the development of operational/financial performance improvement skills across teams
Completes staff competency assessments and performance evaluations providing feedback, identifying training needs, and pathways for employee continued career success.
Conducts routine staff meetings and huddles to promote staff communication and feedback.
Supports employee participation in FGP corporate meetings/webexes to stay aligned with larger network updates and training as appropriate.
Establishes employee engagement committees to promote employee participation in key initiatives.
Develops staff related initiatives to show gratitude towards their efforts to support the NYU Patient Experience model.
Promotes employee engagement activities within the practice, engaging feedback from support staff and leaders internally.
Patient Experience and 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 Bachelor's Degree and 5+ years minimum experience in healthcare operations
Preferred Qualifications:
3 years healthcare management experience preferred.
Qualified candidates must be able to effectively communicate with all levels of the organization.
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 $70,481.60 - $100,800.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here
