Client Operations Manager

Position Summary We have an exciting opportunity to join our team as a Faculty Group Practice Patient Care Assistant (35). In this role, the successful candidate assists with administrative and patient care responsibilities to support efficient practice workflows. Responsibilities include reception, registration, answering phones, escorting patients, and completing clinical tasks within the NYS scope of practice as needed. Job Responsibilities Greets patients and completes check‑in/check‑out processes. Answers phones and schedules appointments. Routes calls/messages to appropriate contacts. Escorts patients to exam rooms and prepares rooms for provider visits. Validates patient medical records per guidelines when accessing/updating information. Takes vital signs and records them in the Electronic Medical Record. Assists with collection of lab specimens. Supports access and quality initiatives. Performs other duties as needed. Clinical Responsibilities Completes necessary intake, including vital signs, within defined scope of practice. Validates patient medical records, ensuring correct name and date of birth. Maintains patient flow to and from exam/treatment rooms. Ensures rooms are cleaned per infection control standards after each patient. Communicates MyChart functionality and purpose during intake. Arranges for translation services or equipment before visits. Preps patient encounters with up‑to‑date information (bloodwork, imaging, medications, history). Reviews and imports relevant patient history before provider encounters. Works with the clinical team to follow logbook standards for equipment and specimen collection. Maintains patient privacy per HIPAA standards. Handles patient calls, documenting outcomes of all communications. Manages in‑basket messages and documents necessary tasks related to patient medical advice. Uses EPIC to review and update patient records and communicate with peers and supervisors regarding patient care. Assists providers with procedures and set‑ups according to specialty. Stocks exam/treatment rooms and supply closets with medical supplies, linen, and equipment, and reports shortages. Cleans and sterilizes designated equipment after use, per FGP, IPC, and manufacturer standards. Supports FGP Clinical Quality Management by documenting and maintaining clinical supplies and equipment. Reviews downtime procedures related to patient visits. Completes annual competencies such as Fire Safety, Hazardous Waste, MedSLED, HIPAA compliance, etc. Administrative Responsibilities Performs intake functions: registration, form collection, updating information, and co‑payment collection. Monitors Department Appointment Report (DAR) for alerts and patient assistance needs. Collects patient demographic data and insurance information, verifies eligibility electronically, and obtains referrals and signatures as needed. Enrolls patients above age five in Patient Secure via palm scan and photo. Promotes and assists with Check Mate kiosk usage. Scans documents into EPIC following guidelines for outside documents. Reports errors or issues from kiosks, patient secure devices, or other equipment to management. Monitors waiting areas, communicating wait times. Performs check‑out functions, providing after‑visit summaries, scheduling follow‑ups, and collecting a service payment as needed. Promotes MyChart sign‑up. Answers phone calls professionally and courteously. Schedules routine appointments and follow‑ups. Verifies demographic information and obtains missing signatures on subsequent visits or calls. Handles patient queries, ensuring understanding and satisfaction; refers to staff or billing as appropriate. Provides messages or directs callers to appropriate personnel or area. Releases medical records per HIPAA and FGP ROI guidelines, documenting disclosures in EPIC within ten days. Refers pre‑authorization and certification inquiries to the appropriate person or area. Completes front‑end work queues for missing pre/post‑visit information in a timely manner. Completes assigned in‑basket messages promptly, following practice guidelines. Stays current on best practices, policies, and protocols, including workflow updates and training. Maintains cleanliness of personal and patient spaces, including waiting areas, and restocks supplies. Applies organizational service standards in performance duties. Provides forms and letters for patient and provider needs. Maintains professional relationships with physicians, nurses, office and clinical staff, and access center representatives. Prioritizes assignments to complete work efficiently amid changing workloads and deadlines. Communicates effectively using appropriate vocabulary and grammar across all formats. Performs other related duties as needed by providers and supervisors. Patient Experience and Access Acts as NYU Langone Health Faculty Group Practice Brand Ambassador, upholding the mission, vision, and values. Drives consistency in every encounter by embodying the 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 process. Works collaboratively to ensure positive experiences and timely resolution for all patient interactions: in person, by phone, or via electronic messaging. Anticipates patient needs, participates in service recovery using the LEARN model, and escalates when appropriate. Shares ideas for improving patient experience and access with leadership (e.g., optimizing schedules, minimizing delays, increasing engagement). Partners with Patient Access Center and Central Billing Office teams to support collaboration and promote a positive patient experience. Ensures practice staff understand the Access Agreement gold‑standard principles. Minimum Qualifications High school graduate or equivalent. Working knowledge of English (verbal, reading, and writing). One year of experience as a Patient Care Assistant or Medical Assistant within the last two years. Computer skills and ability to complete multiple tasks efficiently in a team environment. Effective communication with all levels of the organization. Preferred Qualifications Medical Assistant certification. Proficiency in venipuncture and phlebotomy. EEO Statement NYU Grossman School of Medicine is an equal‑opportunity and affirmative‑action employer committed to diversity and inclusion. All qualified individuals are encouraged to apply and will receive consideration without regard to protected characteristics. We require applications to be completed online. Salary Information The salary range for this role is $52,308.88 annually. Actual salaries may vary based on experience, specialty, education, and hospital needs. #J-18808-Ljbffr