Position Summary:
We have an exciting opportunity to join our team as an Operations Manager.
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 be responsible for collaborating with partner sites and FGP leadership to implement operational and business initiatives. The Practice Manager is also expected to work in close collaboration with 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 and 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 relationship 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
• Outbound Initiative Administration
  1. Assist in managing and being a key point of contact for all outbound initiatives at the NYU Langone Health Patient Access Center. These initiatives include but are not limited to: ED Discharge Post Appointment Scheduling, Hospital Post Discharge Scheduling, Gaps in Care initiatives, NP Appointment Scheduling, etc.
  2. Assist in the development and updating of outbound initiative training materials, tip sheets and FAQ's.
  3. Reporting to FGP Leadership monthly, performance statistics (Salesforce data and Tableau data) by outbound initiative.
  4. Coordinate with other business leaders to establish an open communication system that ensures information is mutually shared to achieve optimal integration results.
  5. Attend monthly touch base calls with key stakeholders and report back to FGP Leadership any issues, concerns or opportunities.
• Play a key role in the rollout of new outbound initiatives and new technology associated with outbound initiatives (auto-dialer). Responsibilities include: requesting new inbound phone number, development of workflows, being key point of contact for stakeholders, assist in pre-go-live testing, etc.

Additional Position Specific Responsibilities:
Must have solid understanding of Ambulatory practices and principles and the challenges of managing a centralized department and 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:
To qualify you must have a Bachelor's Degree in accounting, finance, healthcare administration or related field required. Masters in Business Administration or Health Care Administration preferred.
Requires 3-5 years in a billing office or healthcare setting with prior experience of healthcare finance, medical reimbursement and managed care contracts. Three to five years managerial experience in a Professional Billing Office
Thorough knowledge of billing requirements/regulations of the major third party carriers

Preferred Qualifications:
Epic systems experience
Microsoft Office experience
Masters Degree
Previous leadership experience