Fgp Manager - Ambulatory Access

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute-designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity for you to join our team as a FGP Manager-Ambulatory Access.
The Manager of Ambulatory Access Strategy and Optimization will be responsible for overseeing a team of individuals to drive performance improvement across key patient access and throughput indicators for the NYULH Faculty Group Practice (FGP) sites and Patient Access Centers. This individual will utilize data to proactively find opportunities and track trends which will guide leadership, physicians, and practice staff in improving access for patients across the health system. This individual and team will be responsible for designing and creating meaningful routine reporting for leadership to review and help drive initiatives to improve key metrics with targeted outreach. This team will work in collaboration with the Patient Access Centers (3 locations), IT teams, Epic, Clinical Operations, Practice Leadership, Analytics team, and Training Team to ensure continuous improvement and feedback. A primary goal for the role will be to routinely find areas of opportunity through a review of feedback from the patient access centers and practices to kickstart operational improvements for the practices, providers, or access centers that can be scaled across the system to get patients to be seen timely and efficiently around patient access and throughput. The Manager will also oversee all quality initiatives associated with improving patient access throughout the FGP.

Job Responsibilities:

• Oversees and directs the analyses and strategic monitoring of data from practice scorecards, Epic, Vizient, Salesforce, IVR systems, and Verint to extract themes and create comprehensive snapshots of practice, department, and FGP operational performance.  Shares information with leadership across the FGP and with senior leadership in the FGP corporate office.
• Manages and thinks through the development of standard reports and dashboards to proactively track and trend relevant metrics and ongoing projects for the Ambulatory Optimization and Operations team. Able to identify opportunities for process improvement both at the practice/department level and extrapolate for to system-wide initiatives. Develop standards for routine practice outreach programs.
• Identifies solutions and ongoing improvements around patient and agent-facing technology such as Find a Doctor, MyChart, Salesforce, IVR, and Epic applications that ultimately drive patient access, contributing to the expansion of additional content helpful to patients on NYU Langone Health web and mobile applications.  Contributes to Salesforce optimization notably in its alignment with our digital access initiatives and routinely reviewing Salesforce data.
• Oversees the monthly data submission and validation of NYULH data being utilized for external rating agencies, such as Vizient. Work with external agencies, internal IT teams, and FGP analytics team to ensure proper data collection, validation and process improvement.
• Define and track success measures for any new implementations of patient-facing access functions and features associated with IVR, Find a Doctor, Epic (MyChart, Fast Pass, etc), and other patient-facing technologies.  Monitors and optimizes the performance of such technologies.
• Develop positive working relationships with clinical and administrative leadership, practice-based FGP managers and other key personnel affiliated with departments/FGPs.  Develops and fosters communication to facilitate problem-solving, decision-making and collaborative efforts.
• Serves as a trusted change agent, coaching resource, and liaison to practices and the patient access centers, offering support and assistance in creating a culture of service excellence.  Conducts research focused on trends and best practices in healthcare, through peer group facilities, online forums, vendors, periodicals and initiatives within the health system.
• Develop positive working relationships with the FGP's Patient Access leadership team, institutional clinical and administrative leadership, practice-based FGP managers, and other key personnel affiliated with departments/FGPs. Develops and fosters communication to facilitate, raise, and execute problem-solving, and decision-making.
• Summarize and present trends and findings to Patient Access Center leadership, Practice Leadership and FGP corporate leadership.
• Oversee a team of analysts and project managers to assist with data collection, validation and deep dives into multiple data systems. Oversees the creation and development of ad-hoc report requests related to access and scheduled appointments as well as monitors the need and use of routine reports and distribution lists.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off
• 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 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, increase employee engagement, etc.
• Performs other duties as assigned

Minimum Qualifications:

To qualify, you must have a bachelor's Degree; Masters degree in Health Care Administration or similar preferred, with at least 5 years of experience with consulting or healthcare operations in project management, leading and participating in improvement programs with problem solving, time management, and prioritization skills, or the equivalent combination of education and experience. Required proficiency in Microsoft Excel, Word, and PowerPoint strong conceptual and analytical abilities, and excellent written and oral communication skills. Qualified candidates must be able to communicate with all levels of the organization effectively. Experience with Tableau, Salesforce, and reviewing data from multiple systems is preferred.

Preferred Qualifications:
Masters degree in Health Care Administration or similar

Qualified candidates must be able to communicate with all levels of the organization effectively.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.
NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York State Law on Salary Transparency in Job Advertisements. The salary range for the role is $76,721.84 - $127,869.56 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital needs. The salary range or contractual rate listed does not include bonuses/incentives, differential pay, or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here