Office Supervisor (FGP) *Manhattan*

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.

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Position Summary:
We have an exciting opportunity to join our team as a Office Supervisor (FGP) *Manhattan*.

In this role, the successful candidate The FGP Office Supervisor will work alongside the Practice Manager or Regional Leader to oversee the daily operations of practice staff and patient care. The FGP Office Supervisor will communicate responsibilities, coordinate staff schedules, and promote a positive patient experience while maintaining efficient operations.

Job Responsibilities:

• Ensures enforcement and adherence to FGP policies are procedures
• Hires, onboards, trains and monitors staff
• Supervises daily practice operations such as reception/phones, staffing and provider schedules, and workflows
• Promotes excellence in patient experience by reinforcing best practices and escalating issues as appropriate
• Monitors supply inventory and medical equipment maintenance
• Coordinates and participates in regular staff meetings and performance reviews
• Services as liaison between non-physician staff and physicians to ensure effective and efficient workflows and patient access
• Communicates issues or roadblocks to the practice manager
• Performs other duties as needed

Operations & Financial Management 
• Oversees staff and patient care functions of a Faculty Group Practice site
• Resolves employee issues and addresses procedure and performance related issues. Authorizes attendance, schedules, and sick time changes. Responsible for timekeeping and payroll for direct reports
• Functions as a liaison between non-physician staff and physicians to ensure effective service for patients. Establishes and maintains effective working relationships with group physicians. Services as a role model and resource person for providing quality patient care and patient information as needed. 
o Addresses provider concerns pertaining to day-to-day operations
o Ensures suites are properly staffed to avoid delays
o Ensures staff maintain cooperative relationships across job categories to facilitate appropriate reaction to needs and delays throughout the day
o Expected to set the tone/represent management team at all times
• Establishes office procedures and communicates responsibilities and expected performance to staff. Trains staff according to specific job responsibilities and expectations. Ensures appropriate cross-training and cross-coverage for all practice administrative activities
• Responsible for ensuring staff are aware of all FGP forms and how they are to be used
• Oversees and facilitates required training for new hires and existing staff on workflows, and policies and procedures to maintain standardization across the FGP.  Works closely with the Practice Manager and FGP representatives to identify opportunities to improve front-end processes.
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc. 
• Works with Practice Leadership to develop staffing standards, ongoing trainings and performance and productivity metrics. 
• 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 work-queues, waitlists, in-baskets, open encounters, Patient experience, etc.
• Identifies additional staff training requirements and coordinates as needed.
• Monitors front-end processes including co pay collection, insurance verification, authorization and referral, records release requests, 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.
• Performs other duties and projects as necessary.

Clinical Management 
• Optimizes patient flow and patient access.
• Supports key initiatives related to MIPS, gaps in care and other clinical quality programs
• Ensures clinical in-baskets are maintained and open encounters are closed within a timely manner.
• Works with Practice Leadership to enforce policies and procedures.
• Ensures clinical compliance with Patient Safety initiatives and reporting.

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.

Staff Engagement
• Mentors staff, and actively promotes the development of operational/financial performance improvement skills across teams.
• Assists with 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.   
• Attends and supports employee participation in FGP corporate meetings/WebEx to stay aligned with larger network updates and training as appropriate.    
• Promotes employee engagement activities within the practice, engaging feedback from support staff and leaders internally. 

Minimum Qualifications:
To qualify you must have a A Bachelor’s Degree with a minimum of 1-3 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. Progressive leadership; demonstrated in a leadership position or demonstrates the potential for leadership competency; demonstrates ability to develop, guide, motivate, nurture, and coach others.

Preferred Qualifications:
None

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Grossman School of Medicine provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents. At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it’s developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

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. We require applications to be completed online.

View Know Your Rights: Workplace discrimination is illegal.

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 $64,350.00 – $98,218.33 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