FGP Front Desk Supervisor **Howard Beach**

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 FGP Front Desk Supervisor.

In this role, the successful candidate will be responsible for the oversight and direct supervision of front end operations and administrative support functions at the practice including check in and check out, scheduling and support of all front desk staff. In this role the FGP Front Desk Supervisor will ensure daily operational functions are properly staffed to accommodate efficient patient flow and that operations run smoothly throughout the day. The Front Desk Supervisor will oversee the training of staff to ensure all new and existing staff have been trained on all aspects of the role to perform their jobs effectively, including Epic workflows and patient experience. Aside from supervisory responsibilities the Front Desk Supervisor will lead initiatives related to front end changes at the direction of practice leadership and FGP Corporate.

Job Responsibilities:

Front-End 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
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc. 
• Compiles, analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties with guidance from practice leadership 
• Copayment & Patient Secure Reports- Monitors overall practice collection percentage and works with staff to identify areas for improvement. This report is expected to be monitored on a weekly basis. Identify top performers and acknowledge with the team.
• Invalid Insurance Report- Monitors appointments with invalid/FGP non-participating insurances to prevent non-par appointments. 
• Non-Par Report- Reviews & investigates weekly report from FGP pertaining to check-in errors made by Front-End staff. Coaches staff as needed.
• CheckMate- Monitors CheckMate weekly report and identifies areas for improvement related to kick-out reasons and hardware issues 
• Press Ganey Review – Review and analyze patient surveys. Find solutions or areas for improvement based of patient feedback
• Reviews operational dashboards and reports to track performance and identify trends that need to be addressed. Assist with implementation and oversight of key indicators related to MIPS, Epic front-end work-queues, waitlists, in-baskets, CheckMate, Patient Secure, patient experience,  and digital scheduling.
• 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 front-end processes.
• Enforce all office policies and procedures. Specifically track and document issues related to attendance, lateness, Performance and behavioral patterns that require a verbal or written warning. Developing performance improvement plans if needed
• Responsible for ensuring staff are aware of all FGP forms and how they are to be used
• Ensures all front-desk areas are appropriately stocked with FGP forms and supplies are readily accessible. In addition to maintaining downtime equipment and forms.
• Handles escalated questions or concerns from front-end staff and addresses promptly 
• Serves as back-up support for front-desk daily operations when necessary 
• 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
• Make rounds in the practice to identify any employee issues, monitor cleanliness of office waiting room areas on both floors of the practice and addresses concerns with day matron or management if needed.  
• Determines and establishes the explanation to complex calls, handle patient escalations, issues and questions not covered by specific instructions or common practice
• Works with Billing to resolve insurance coverage issues present at time of check-in
• Resolves all complaints and problems using independent judgement and decision making skill, to ensure patient satisfaction and adheres to faculty practice standards
• 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. 
• Participates in interview process, onboarding and training for all Front-Desk Secretaries 
• Responsible for continued office personnel training for front desk, reception and billing activities related to procedure intake and scheduling. Ensures appropriate cross-training and cross-coverage for all administrative activities 
• Performs other duties as assigned.

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
• Mentor’s staff, and actively promotes the development of front-end performance improvement.
• 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 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 Bachelor s Degree and a minimum of 2 years of relevant work experience or equivalent combination or training and relevant work experience required. Written and oral communication skills. Excellent organizational skills and the ability to prioritize multiple tasks projects and assignments. Exceptional attention to detail and accuracy. Ability to work well in a team environment. Ability to display a professional demeanor, maintains confidentiality and works independently. Ability to take initiative and exercise sound judgment decision making and problem solving. Strong computer skills including basic keyboarding skills. Proven customer service skills. Self directed motivated and sensitive to deadlines. Progressive leadership; demonstrated in a leadership position or demonstrates the potential for leadership competency; demonstrates ability to develop guide motivate nurture and coach others. Knowledge of medical insurance eligibility and authorization rules. 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 Office 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 $62,400.00 – $66,144.00 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