Office Manager (FGP) - Manhattan, Chelsea

Office Manager (FGP) - Manhattan, Chelsea

Administrative/Office Support

New York, NY Full-Time/Regular

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.

Position Summary: We have an exciting opportunity to join our team as a Office Manager (FGP) - Manhattan, Chelsea. In this role, the successful candidate The FGP Office Manager is responsible for overseeing the daily activities of practice operations including the hiring, onboarding and management of staff, handling patient interactions, and adherence to the policies and procedures of the Faculty Group Practice. The practice manager will be responsible for collaborating with physicians as well as FGP regional leadership to implement operational and business initiatives.

Job Responsibilities:

• Ensures enforcement and adherence to FGP policies are procedures
• Hires, onboards, trains and manages staff
• Oversees daily practice operations including reception/phones, staffing and provider schedules, and workflows
• Promotes excellence in patient experience by monitoring patient feedback, responding to issues, and reinforcing best practices
• Monitors supply inventory and medical equipment maintenance
• Coordinates regular staff meetings and performance reviews
• Collaborates with Physicians to support efficient workflows and optimize patient access
• Communicates issues or roadblocks to the regional manager/operations leads
• Performs other duties as needed

Operations & Financial Management

• Directs business and patient care functions of a Faculty Group Practice site
• In conjunction with FGP leadership, is responsible for implementation of FGP business planning decisions and initiatives including onboarding new physicians, new locations, and space expansion/consolidations as needed
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance and Human Resources
• Works with Director or Regional Director to develop staffing standards, ongoing trainings and performance and productivity metrics
• 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 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 workqueues, waitlists, inbaskets, open encounters, and patient experience, etc.
• Identifies additional staff training requirements and coordinates as needed
• Attends FGP Leadership and Administrative meetings and effectively communicates upcoming changes, upgrades, and initiatives to staff and physicians
• Monitors revenue cycle outcomes relative to front-end processes including co-pay collection, insurance verification, authorization and referral management and front-end denials
• Participates in financial management including budget planning and business development activities
• Oversees and manages any required training for new hires and existing staff on workflows, and policies and procedures to maintain standardization across the FGP. Works closely with FGP representatives to identify opportunities to improve front-end processes
• Coordinates with Tenant Coordinator to address any facility concerns related to the practice space including the development of emergency action plans
• Manages equipment including asset acquisition, maintenance, end of useful life planning and proposals for new/replacement items
• Serves as liaison with other NYULH Department Representatives
• 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
• Works with FGP Clinical Leadership to enforce policies and procedures
• Ensures clinical compliance with Patient Safety initiatives and reporting
• Partners with Nurse Manager to ensure AAAASF annual accreditation is met where applicable
• Supports FGP Clinical Quality Management by maintaining appropriate documentation of practice licensures
• Works with FGP clinical leadership to ensure all requirements are met for accreditations and certifications
• Works with FGP clinical leadership to ensure competency validation, counseling and evaluation of licensed staff members are provided by licensed clinicians

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 leaders, managers, staff, and actively promotes the development of operational/financial performance improvement skills across teams
• Completes 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
• Supports employee participation in FGP corporate meetings/webexes to stay aligned with larger network updates and training as appropriate
• Establishes employee engagement committees to promote employee participation in key initiatives
• Develops staff related initiatives to show gratitude towards their efforts to support the NYU Patient Experience model
• 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 (Master's preferred) with a minimum of 3-5 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