• Job Description

  Req#: 85754

  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 an Operations Manager.
  
  In this role, the successful candidate is responsible for providing administrative operational leadership for the NYU Langone Virtual Urgent Care practice as directed by the Division Administrator and Chief of Telemedicine. Manages and ensures effective daily operations of the practice open 365 days per year caring for 60,000+ patients per year including ensuring adequate staffing, patient and provider satisfaction, recruitment, retention, and training of providers and staff, financial performance, and adherence to the policies and procedures of the Faculty Group Practice. In addition, in conjunction with VUC leadership team, develops policies, procedures and presentations, implements new processes, collaborates on practice enhancements, and monitors compliance to established guidelines. The practice manager will be responsible for collaborating with VUC leadership team and physicians to implement operational and business initiatives.

  Job Responsibilities:

  • Principal Responsibilities:

    • Oversees daily practice operations including staffing and provider schedules, frontend and backend processes, and workflows

    • Ensures enforcement and adherence to FGP policies and procedures

    • Onboards and trains providers in collaboration with VUC leadership team

    • Promotes excellence in patient experience by monitoring patient feedback, responding to issues, and reinforcing best practices

    • Monitors technological updates/enhancements

    • Coordinates regular meetings and performance reviews

    • Collaborates with Physicians to support efficient workflows and optimize patient access

    • Communicates issues or roadblocks to the VUC leadership team

    • Performs other duties as needed

    Additional Job Specific Responsibilities:

    Operations

    • Directs business and patient care functions of FGP Virtual Urgent Care.

    • In conjunction with VUC and FGP leadership, is responsible for implementation of FGP business planning decisions and initiatives including onboarding new physicians and new services.

    • Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance and Human Resources.

    • Works with VUC Leadership to develop staffing standards, ongoing trainings and performance and productivity metrics.

    • Monitor and plan staffing on a daily, weekly, monthly, and annual basis and staff to meet patient demand while meeting utilization targets in collaboration with VUC leadership and schedule team. Quickly adapt and flex staffing during periods of volume surges to ensure adequate appointment availability including evenings and weekends.

    • Improves performance to expected benchmarks, reviews and disseminates information to practices on a regular basis.

    • Assists in implementation and oversight of key FGP operational initiatives.

    • 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 inbaskets, open encounters, and patient experience, etc.

    • Identifies additional training requirements and coordinates as needed.

    • Development of downtime procedures and emergency action plans.

    • Attends FGP Leadership and Administrative meetings and effectively communicates upcoming changes, upgrades, and initiatives to staff and physicians.

    Financial Management

    • Monitors revenue cycle outcomes relative to front-end processes including co- pay collection, insurance verification, authorization and referral management and front-end denials.

    • Track monthly financial performance.

    • Submit for provider moonlighting payments.

    • Complete ad hoc financial analyses related to staffing, moonlighting, payment change and other requests.

    • Monitor changes in national and state telemedicine reimbursement or other changes.

    • Coordinate timely payments to internal and external departments and vendors.

    • Participates in financial management including budget planning and business development activities.

    • Oversees workflows, and policies and procedures to maintain standardization across the FGP. Works closely with FGP representatives to identify opportunities to improve front-end processes.

    • Performs other duties and projects as necessary.

    Clinical Management

    • Oversees the coordination, integration, communication, implementation and performance evaluation of practice and clinical operations, and policies and procedures. Identifies areas for improvement and develops detailed action plans as necessary.

    • 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.

    • Support Chief of Telemedicine in tracking and reporting quality measures

    • Create infrastructure for new quality measures as needed

    • Ensure chart reviews completed for new providers

    • Prepare patient bounceback reviews on a weekly basis

    • Works with VUC Leadership to enforce policies and procedures.

    • Serves as liaison with other NYULH Department Representatives.

    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.

    • Monitor patient satisfaction trends on Q reviews or other avenues

    • Trend patient comments for areas of opportunity and address in collaboration with VUC leadership team

    • 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.

    Data Analytics & Reporting

    • Support VUC leadership team in analyzing practice quality and safety, utilization, clinical practice, throughput and efficiency, financial performance, patient satisfaction, regulatory compliance, and other initiatives

    • Prepare weekly and monthly reports from various sources including EPIC reports, Q reviews, and Tableau dashboards

    • Prepare VUC monthly executive summary

    • Support team in creating presentations and reports as needed

    • Ad hoc data requests and reports as needed

    Growth & Innovation

    • Social media account management and engagement

    • Preparation of marketing/social media material

    • Market research on other telehealth platforms as needed

  Minimum Qualifications:

  
  To qualify you must have 3-5 years of prior work experience in a professional setting and a Bachelor's degree, or equivalent combination of education and experience;
  Ability to collect, analyze, understand and present data trends.
  Basic medical knowledge of patient care charts, patient histories and EMR.
  Ability to communicate effectively, both orally and in writing.
  Ability to write reports containing technical information.
  Records maintenance skills.
  Strong organizational skills.
  Word processing and strong proficiency in Microsoft office suite (Word, Excel, PP)
  Social media proficiency (Instagram, TikTok)
  Ability to develop and present educational programs and/or workshops.
  Sensitivity to confidentiality and adherence to HIPAA is required.
  High degree of professional and collaborative nature.

  Preferred Qualifications:
  Masters degree preferred.
  Practice management or healthcare operations experience preferred

  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 City Law on Salary Transparency in Job Advertisements. The salary range for the role is $76,721.84 - $105,060.27 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

• About the company

  NYU Langone, based in New York City, is one of the nation’s premier academic medical centers devoted to patient care, education, and research. Learn more.

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