NYU Langone Health is a world-class, patient-centered, integrated academic medical center. Ranked as the #1 Hospital for quality and patient safety by Vizient, Inc., and with 10 clinical specialties among the top 10 in the nation according to U.S. News & World Report, NYU Langone’s culture is rooted in excellence in patient care, education, and research. NYU Langone comprises more than 320 locations throughout the New York area and in Florida, including six inpatient locations, a children’s hospital, and four emergency rooms. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, NYU Grossman School of Medicine, and NYU Grossman Long Island School of Medicine. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube, and Instagram.
With over six inpatient locations, and additional facilities spread throughout, NYU Langone Health is New York City’s premier healthcare institution. Our world-class facilities service all five boroughs and treat a full range of medical conditions in both inpatient and outpatient settings. Our growing outpatient network allows us to deliver our exceptional medical services directly to the communities we serve. Plus, our doctors and nurses are routinely voted as some of the best in the nation. It’s no wonder why the name NYU Langone Health has become synonymous with excellence.
Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
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, diversity, 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 diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to med.nyu.edu, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter and Instagram.
Position Summary:
We have an exciting opportunity to join our team as a Admin Ops Lead (37.5).
In this role, the successful candidate Lead 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, on-boarding checklists etc.
• Assists management with timekeeping and payroll for practice.
• Ability to support management in ordering of clinical and clerical supplies via eProcurement.
• 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.
• Troubleshoot 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
• 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 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 teamwork 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 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.
NYU Grossman School of Medicine is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Grossman School of Medicine’s EEO policies, please click here. Please click here to view the Federal “EEO is the law” poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.
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 $62,891.92 – $62,891.92 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
