Manager – Patient Access

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

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Position Summary:
We have an exciting opportunity to join our team as a Manager – Patient Access.

As part of department leadership, Managers directly oversee registration and support staff, coordinating work assignments, staff training and development, and monitors immediate outcomes of assignments to ensure optimal quality and customer satisfaction, regulatory compliance, accuracy and thoroughness. Duties and responsibilities of the Manager include, but are not limited to: 
Developing and maintaining effective Patient Access processes
Ensuring the delivery of excellent customer service
Patient and staff satisfaction initatives
Provide information and guidance to staff and other departments in support of goals and objectives
Management of registration systems to ensure registration accuracy

Job Responsibilities:

ORGANIZATIONAL AWARENESS GOALS, MISSION STRATEGIC THINKING

• Utilizes NYU Langone Health and Patient Access standards, policies, and procedures to make and communicate decisions for areas of responsibility.
• Helps to plan, implement, and direct processes that produce desired outcomes.
• Demonstrates flexibility able to adapt and manage work flow changes to meet operational needs of the department and NYU Langone Health.
• Understands annual departmental goals and objective, and leads efforts to achieve them.
• Ensures that goals and metrics are communicated, understood, and implemented by staff and management.
• Communicates policies and procedures and ensurse that staff understand and implement.
• Works closely with Patient Access leadership to review, adapt, and implement these plans and policies.
• Demonstrates and maintains compliance with the department standards governed by the guidelines of CMS, Joint Commission, HIPAA and other Federal State Agencies.

MANAGE DAILY OPERATIONS

• Monitors daily operations of all registration areas in their location to ensure that expected outcomes are accomplished.
• Effectively delegates responsibility and provides support and information needed for a successful outcome.
• Assists in communicating and following up assignments, goals, objectives, and values effectively.
• Works closely with leadership to improve operations; makes and implements recommendations to improve operations.
• Provides off-site monitoring support to the department.

QUALITY OUTCOMES, DATA PROCESSING, PROCESS IMPROVEMENT

• Ensures that registrations created and completed by Patient Access staff are audited regularly for completeness and accuracy.
• Conducts quality audits of  outcomes and processes, collecting data, and counseling staff based on the results.
• Attends and conducts departmental in-services and staff meetings.
• Uses key performance indicators and other systematically obtained and analyzed data to manage operations and improve performance.

RESOURCE EFFICIENCY, SUPPLIES, PAYROLL COST CONTROL

• Maintains an awareness of cost impact of decisions and actions.
• Participates in cost control activities by seeking the most effective method of delivering services.
• Ensures department equipment and inventory is secure, well maintained and effective for required tasks.
• Participates in planning and development of current and future needs.
• Monitors overtime usage and timesheets.

STAFF DEVELOPMENT, TRAINING

• Creates and implements programs for staff developement by using performance audits, department metrics, and observations of staff.
• Recognizes and rewards excellent performance.
• Mentors and oversees the department’s subordinates, leading to growth opportunities, team building and an exceptional patient experience.
• Ensures all newly hired receive appropriate training and are provided with department orientation manual and a complete a skill checklist.
• Encourages and motivates staff in ongoing performance improvement and excellence.
• Fosters a team climate characterized by honesty, trust and open communication.
• Identifies staff vacancies according to existing staffing plan and recognizes staffing plan gaps that may impact department outcomes and processes.
• Ensures that vacancies are made available to current staff and assists in planning and conducting recruitment and interviews.
• Ensures staff complies with in-service annual competencies, PPD, and Safety programs.

PERFORMANCE EVALUATION

• Conducts periodic and annual performance review process constructively in accordance with personnel and departmental guidelines and procedures.
• Manages staff performances and productivity.  Establishes quality improvement processes to track trends and performance gaps.
• Helps staff and supervisors develop improvement plans; holds them accountable for such improvement.
• Identifies any trends in absenteeism and employee turnover and addresses possible solutions with department leadership.

JUDGMENT, DECISION MAKING, KNOWLEDGE

• Makes effective, timely and well-considered decisions based on available data.
• Uses independent judgment and initiative to develop and maintain standards and methods to identify and resolve issues.
• Demonstrates effective critical thinking, independent problem solving, and decision making skills.

COMMUNICATION, TEAMWORK, CUSTOMER SERVICE

• Cooperates and communicates effectively and professionally with supervisors, peers, physicians, NYU Langone Health colleagues, and customers.
• Ensures appropriate procedures are followed to resolve issues raised by internal and external customers.
• Provides ongoing staff support and education for customer service and patient experience skills and values.

Minimum Qualifications:

• Bachelors Degree, with 2-4 years of relevant experience, or equivalent combination of education and experience.
• Excellent communication (both oral and written), interpersonal, and organizational skills. Ability to work independently,
• interact with, and maintain functional relationships with personnel at all levels within and outside of the organization.
• Intermediate computer skills including Microsoft Office (Word, Access, Excel, Outlook).

Preferred Qualifications:

• Managerial or leadership experience within the Patient Access department or other relevant department of the Revenue Cycle.
• College degree or coursework.
• Can use imaging, reporting, spreadsheet, and similar programs to collect, review, and interpret data as needed for department operations.
• Understands, can interpret, and effectively use basic medical terminology.

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

NYU Langone Health 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 Langone Health 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 $84,577.92 – $114,660.00 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