Operations Manager (Clinical Access Center - Telehealth) *Onsite - Boynton Beach, FL* - NYU Langone Medical Center

Position Summary:

The Clinical Access Center Telehealth Practice Manager will work alongside Clinical Access Center leadership and partner sites to oversee the daily operations of the Telehealth Nurse Practitioner program. The Telehealth Practice Manager will communicate responsibilities, coordinate staff schedules, and promote a positive patient experience while maintaining efficient operations. The Practice Manager will collaborate with partner sites and FGP leadership to implement operational and business initiatives. The Practice Manager is also expected to work in close collaboration with the FGP Clinical Access Center and FGP site leadership to achieve strategic and operational goals related to patient access, optimization, and care

Job Responsibilities:

·Monitor revenue cycle outcomes related to issues with credentialing and other insurance issues associated with telehealth visits

·In conjunction with Clinical Access Center and FGP leadership, collaboratively responsible for implementing business plan components and monitoring achievement of benchmarks and goals

·Oversee the clinical and administrative information systems in collaboration with the FGP and MCIT contacts to enhance clinical operations and business activities

·Ensure enforcement of and adherence to FGP policies and procedures

·Monitors for and reports any operating issues that may have an impact on financial results

·In conjunction with Clinical Access Center and partner site leadership, responsible for developing and implementing business plan components monitoring achievement of benchmarks and goals, and changing direction as needed

·Assist in the development of realistic performance and productivity metrics and generate ideas to improve performance

·Disseminate information to partner FGP sites related to benchmark performance, visit volume, etc., and collaborate on identification of improvement opportunities

·Review operational dashboards and management reports to track performance and identify trends to be addressed, both internally and with FGP partner sites

·Work with Clinical Access Center leadership to enforce policies and procedures related to the Telehealth practice

·Share 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, etc.)

·Partner with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience

·Ensure clinical in-baskets are maintained and open encounters are closed within a timely manner

·Assist with scheduling and maintaining overall telehealth program PTOs (NP/RN/MA)

·Develop and maintain relationships between NYU and approved external vendors

·Assist with facility and space planning needs

·Assist with overall facility emergency planning and other strategic initiatives

·Assist and liaison with the FGP Call Center team related to scheduling and other initiatives

Additional Position-Specific Responsibilities:

Must have a solid understanding of Ambulatory practices and principles and the challenges of managing a centralized departmentand multiple stakeholders (physicians, practices, Clinical Access Center team, and vendor team); knowledgeable in the latest healthcare trends via ongoing self-learning, reading, organization memberships, etc.Must have a passion for providing superior service to employees and NYU FGP patients and customers. Must have an optimistic attitude.Must be a team player-positive interaction with staff at all levels is essential. Must be able to manage effectively in a fast-paced, often high-pressure environment and maintain composure in stressful situations.Must be a motivated and decisive self-starter/problem solver with excellent time management and organizational skills.

Minimum Qualifications:

• Bachelor’s degree or equivalent with at least five to seven years of demonstrated experience in healthcare management.
• Familiar with Revenue Cycle and ambulatory practice operations
• Detail oriented
• Ability to prioritize tasks in a high-volume, multiple-task work environment with a high degree of independence
• Strong relationship-building skills across all levels of the organization
• Proven success in directing initiatives related to centralized workforce optimization, performance metrics, management reporting, business planning, quality, etc.
• Must demonstrate the ability to effectively partner with cross-functional departments to meet organizational objectives.
• Must have excellent verbal and written communication skills
• High comfort level with technology and proficiency with Microsoft Office Suite
• Experience using an electronic health record such as Epic
• Have a sense of humor, an optimistic attitude, and a high level of integrity

Preferred Qualifications:

·Master’s Degree

·Previous leadership experience