Administrative Operations Lead (FGP) - Boynton Beach, Florida

Position Summary We have an exciting opportunity to join our team as a Faculty Group Practice Administrative Operations Lead. The Administrative Operations Lead assists with maintaining effective operations at the practice and provides administrative support to front desk, schedulers, other admins, and clinical staff. This role works with practice leadership to onboard and orient staff, support ongoing training activities, and monitors performance and productivity metrics. The Administrative Operations Lead serves as the go‑to person for operational issues and is responsible for assisting in the implementation of key FGP operational initiatives and monitoring front‑end metrics. Job Responsibilities Practice Operations Functions as liaison between management and physicians to ensure effective service for patients and establishes and maintains effective working relationships with group physicians. Manages all shared informational spreadsheets and folders such as Contact Grid, HR files, on‑boarding checklists, etc. Assists management with timekeeping and payroll for practice. Supports management in ordering of clinical and clerical supplies via eProcurement. Maintains cooperative and professional relationships with physicians, nurses, office and clinical staff. Acts as the “go‑to” person for patient intake, pre‑cert, referrals, prescription refill operations and staff, stepping in at times to assist. Troubleshoots routine problems, raises unresolvable issues to a higher level. Oversees training programs on policies and procedures to maintain standardization among the FGP, working closely with Administration, on‑ or off‑site coordinators, supervisors and Epic Operations to identify improvement opportunities. Enforces adherence to NYULH and FGP policies, procedures and standards including HIPAA, compliance and human resources. Assists with office and safety projects, ensuring efficient progress and completion by the deadline. Places MCIT tickets for non‑functional hardware such as desktop phones, computers, call issues, and telephone outages. Works with practice leadership to develop staffing standards, ongoing training and performance and productivity metrics. Monitors registration quality, completeness and collection of personal payment responsibilities, identifies issues and suggests improvement initiatives as needed. Assists in implementation and oversight of key FGP operational initiatives such as MIPS, CheckMate, Patient Secure and digital scheduling. Reviews operational dashboards and management reports to track performance, identify trends and address them. Monitors front‑end analytics including co‑pay collection, insurance verification, authorization, referral and front‑end denials. Places MCIT tickets for non‑functional hardware at front‑desk areas such as phones, computers, patient secure palm readers, scanners, Welcome Kiosk, copier and fax machines. Serves as liaison with other NYULH department representatives. May contribute to employee performance reviews. Performs other projects as necessary. 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 the FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign‑Off). Greets patients warmly and professionally, states name and role, and clearly communicates each step of the care or interaction as appropriate. Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries 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 observed opportunities to improve patient experience and access with appropriate leadership (e.g., ways to optimize provider schedules, 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. Ensures practice staff are fully versed in the Access Agreement gold standard principles. Minimum Qualifications An associate’s degree with a minimum of 3+ years of relevant work experience or equivalent combination of training and experience required. Ability to work in a fast‑paced multiphysician practice environment. Good communication, interpersonal and computer skills. Ability to develop and maintain effective working relationships with physicians, staff and patients. Experience and competency with varied computer software, including EPIC (Super User). Writing skills to compose and edit logical, detailed, comprehensive and grammatically correct correspondence. Skill in communicating with various audiences with diplomacy and tact. Knowledge of medical terminology. Ability to handle highly confidential and sensitive matters. Ability to recognize and identify problems, propose alternative solutions. Ability to complete multiple tasks efficiently and thrive in a team‑work environment that pursues a positive patient care experience. Preferred Qualifications Knowledgeable in Microsoft Suite programs (PowerPoint, Word, Excel, Visio, etc.). Qualified candidates must be able to effectively communicate with all levels of the organization. NYU Langone Florida provides staff with a comprehensive benefits and wellness package that includes financial security benefits, a generous time‑off program, employee resource groups, and a holistic wellness program focused on physical, mental, nutritional, sleep, social, financial and preventive care. Employees can focus on what truly matters with extensive resources and services. NYU Langone Florida 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. Know Your Rights: Workplace discrimination is illegal. #J-18808-Ljbffr