Practice Operations Lead — Patient Flow & Efficiency

Grade 105 Job Type: Officer of Administration Bargaining Unit: Regular/Temporary: Regular End Date if Temporary: Hours Per Week: 35 Standard Work Schedule: Building: Salary Range: 90,000 - 100,000 The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. Position Summary The Practice Operations Manager will oversee the day-to-day operations and will also serve as the site-specific lead for the overall throughput of patients, facilities and inventory control as well as everyday management of support staff in accordance with Department of Psychiatry policies and procedures in conjunction with those of Columbia University Irving Medical Center. This is a great position for someone who can juggle multiple priorities and enjoys a fast-paced work environment. This position reports directly to the Director of Operations. At CUIMC, we are leaders in teaching, research, and patient care and are proud of the service and support we provide to our community. Columbia University offers a range of benefits to help you, and your dependents stay healthy, build long-term financial security, meet educational and professional goals, and more. Explore your options for Health and Welfare, Employee Assistance, Tuition Programs, and Retirement Benefits. Responsibilities Practice Operations Works collaboratively with physicians, administrative and clinical managers, and staff to ensure the achievement of practice-wide operational and financial goals/metrics. Supervises and coordinates all processes and activities in the area/functions assigned ensuring organizational guidelines and policies are followed. Develop and implement policies and procedures related to patient scheduling and operational issues in the office practice and exam area in collaboration with the medical and administrative staff of the practice and in accordance with input from both Departments and operational teams. Oversee ordering and stocking of all clinical and office supplies (including PPE) within the office practice suite. Monitor supply uses and maintain and adjust par levels as needed. Ensure optimal use of the facility throughout all hours of operation by optimizing staffing ratios, patient density, and use of clinical space. Monitor clinic manager dashboard including, but not limited to Front Desk, Scheduling, Referrals, In-Basket management, etc. Monitor all work queues for completion as they apply to practice operations. Oversees completion and processing of all front-end Revenue Cycle activities including, but not limited to, physician billing; copay collection, charge champion, monitoring physician note closure, adherence to billing compliance and all Revenue Cycle procedures, etc. Monitor all physician billing-related dashboards and metrics. Oversees the physical environment of all sites, interfacing with other departments including IT, telecommunications, housekeeping, facilities, and associated vendors. Oversight of sites' cleanliness and safety according to practice standards. Escalates any issues to Environmental Services, Engineering, Central Sterile, Materials Management, etc., and ensures follow-through. Creates the daily, weekly, and/or monthly assignment list to ensure adequate clinical coverage and provider support in the practice. Conduct daily scheduled meetings/huddles with staff to ensure consistent transfer of information, smooth patient flow, and team-driven coordination of care and services. Conducts regularly scheduled meetings with Supervisors and other Leads to develop new paths, procedures, and approaches to maximize opportunities for performance and process improvement. Strategy Monitors key performance indicators and implements performance improvement initiatives, as needed. Continuously seeks and implements operational improvements. Utilizes electronic medical record dashboards and reports to monitor and keep performance indicators of operational, clinical, and revenue cycle workflows to ensure a holistic view of the practice operation. Develops practice optimization and improvement strategies and utilizes a data-driven methodology to monitor progress. Leads, supports, and mentors staff consistent with each Department’s strategic plan and operational goals, to maintain an efficient patient-centered environment ensuring an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence. Utilizes database of patient activity, resource utilization, and budget variances; and identifies trends and patterns for analysis and actions. Leads and/or participates in projects and performance improvement activities. Direct all customer satisfaction initiatives, displaying a positive attitude in interactions with staff, patients, and family members. Sets expectations for patient portal activation rates. Monitors metrics and develops strategies to meet target goals. Monitor staff performance using Dashboards, In-Basket management, and work queue completions. Develops strategies to improve completions. Participates as a member of the healthcare team and various interdisciplinary committees to improve patient care and meet patient needs. People Direct oversight of supervisor(s) and staff including recruiting and human resource management. Manages and mentors supervisors to onboard and train clinical staff. Ensures approved HR strategy is implemented and adhered to. Ensures staff productivity benchmarks and quality measures are achieved. Develops remediation plans as needed. Establishes unit metrics and goals to measure the effectiveness of retention strategies. Creates the daily, weekly, and/or monthly assignment list to ensure adequate clinical coverage and provider support in the practice. Evaluates staff performance and competencies, approaching the performance review process constructively, and conducts it in accordance with Human Resources and departmental guidelines and procedures. Offers continuing guidance and assistance to employees on work activities, procedures, competency development, and performance-related issues as appropriate. Ensures leadership is kept aware of the performance of each employee on an ongoing basis. Addresses any performance-related issues promptly. Promotes staff professionalism and performance with coaching, training, and feedback. Mentors others in individual and team accountability, modeling behavior, and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of clinical management and healthcare topics. Compliance Oversees and documents the implementation and compliance with ColumbiaDoctors and related institutional policies, procedures, programs, protocols, and systems to provide an efficient and accurate patient encounter which improves the medical office’s effectiveness and the quality of patient outcomes. Ensures compliance with all regulatory agencies, departmental and organizational policies, and procedures for all staff. Keeps current on all organizational, regulatory compliance, and patient privacy training policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required training. Ensures compliance for a safe and secure work environment at all sites by following all OSHA, EH&S, and public safety policies and guidelines. Maintain patient privacy and confidentiality according to HIPAA requirements at all times. Ensure that Medical Center and Department policies and procedures are followed. May be required to perform other duties as assigned. Minimum Qualifications Bachelor’s degree or equivalent in education and experience required; plus, four years of related experience. Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents. #J-18808-Ljbffr Columbia University Irving Medical Center