Summary of Position
• Provide day to day operational and managerial support and oversight of non-clinical staff, assisting the Practice Administrator
to ensure efficiency and stability of medical operations in all areas inclusive of quality, access, and value initiatives.
• Facilitate high quality medical office and access center collaboration, ensuring all access center to medical office call transfers
are handled promptly and efficiently; ensures quality assurance and customer service guidelines are consistently achieved. In
the absence of the Practice Administrator, the Assistant Practice Administrator is accountable for the overall operations of
the office.
Principal Accountabilities
• Supervise non-clinical staff to ensure: accurate cash reconciliation process, accurate daily co-payment collections,
including cash, checks and credit card payments; charges and receipts are accounted for and correct; batches for copays and other collections are closed out daily; verification of capitation and eligibility of services occurs as needed;
identify and correct PCP mismatches documenting PCP for attributed patients, timely completion of tasks in all work
queues, work lists, and in-baskets; and batch scanning is completed daily for any documents that need to be sent to
Health Information Management (HIM) or Professional Billing (PB). Ensure appropriate documentation by Care Team
Associates (CTA).
• Conduct regular training and ongoing meetings with CTA staff to provide updates on facility and corporate changes.
Provide a forum for open communication and issue resolution to optimize workflow efficiencies. Review and
communicate information and potential solutions regarding patient satisfaction, access, risk, and operating issues to
the Practice Administrator and staff.
• Provide appropriate training and mentoring to ensure that ACPNY standards and KPIs are achieved in the scheduling
of appointments and facilitation of patient services through telephone, e-mail, and direct patient contact. Ensure
provider schedule optimization and utilization. Monitor appropriate use of appointment cancellation reasons.
Monitor RONA rates and access center to office hold times. Document deviations for access center call escalation
pathway to the Quality Assurance tracker. Evaluate and report identified trends to the Practice Administrator.
• Ensure that CTA staffing is appropriate based on patient volume; schedule all CTA staff to ensure coverage consistent
with ACPNY guidelines for the location. Work with the Practice Administrator to authorize double book and over book
requests when necessary, ensuring proper staff to provide support. Administer/monitor time and attendance for
staff; review and approve requests for paid time off. Process/review payroll to ensure compliance with E-Time
policies and procedures; address any deviations. Run and monitor overtime reports to maintain budget. Identify
unfavorable variances in the overtime budget and work with the Practice Administrator to resolve. Staff appropriately
to accommodate ACPNY’s Advance Care Model; ensure the attainment of patient satisfaction scores, working with
Practice Administrator and Manager, Nursing as needed.
• Monitor key performance indicators to include but not limited to: Co Pay collections, RONA %, Overall Press Ganey
scores, myChart activation, and on-line scheduling, use of event notifications and hold times. Implement
performance improvement initiatives, as needed. Continuously seek and implement operational improvements.
Lead, support, and mentor staff consistent with ACPNY’s strategic plan, to maintain an efficient patient-centered
environment ensuring accountability, quality patient care, and patient satisfaction.
• Identify and resolve patient-related issues, within guidelines and in a timely and courteous manner. Collaborate with
leadership to report, document and log all patient –related issues on the shared ACPNY drive.
• Provide management with accurate and timely reports and maintain logs, reports, and records in compliance with
organizational guidelines. Collaborate with credentialing during physician onboarding process; work with Practice
Administrator to identify provider office hours, services, and clinical hospital appointments; outline draft of needed
office equipment to assist in capital budget process.
• Assist in the hiring and general orientation of staff; provide work direction, assign schedules, and conduct on-the-job
training. Monitor and evaluate performance, and recommend personnel actions, such as acknowledgement,
commendations, and disciplinary actions. Assist in the interpretation of and compliance with Human Resources,
ACPNY and departmental policies and procedures. Ensure employees understand and comply with local, state,
federal and regulatory standards, as they apply to respective job functions.
• Work within scope to ensure equipment and facilities are safe and clean, and non- medical equipment is operating
properly. Initiate non-clinical supply orders and assist in the controlling of operating expenses.
• Support the operationalization of ACPNY pilot initiatives that are consistent with the strategic direction of the
organization including patient experience, patient outreach, and patient retention.
• Perform other job-related duties as required.
Education, Training, Licenses, Certifications
• Associate degree (R), Bachelor’s degree (P) (Healthcare Management or Business Administration – preferred)
Relevant Work Experience, Knowledge, Skills, and Abilities
• 3+ years’ progressive work experience in a healthcare or ambulatory care setting including 1+ year supervisory experience in
an ambulatory care setting (R)
• Additional years of supervisory customer service experience may be considered in lieu of degree.
• Experience working in a unionized environment (P)
• Excellent communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences. (R)
• Strong customer service skills (R)
• Ability to set priorities among multiple competing objectives, tasks, and initiatives (R)
• Proficiency with MS Office (Word, Excel, Outlook, and PowerPoint). (R)
• Proficiency with computer systems including electronic medical records systems, practice managements systems, and clinical
and scheduling applications. (R)
NOTE: This description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, and
may be changed at any time with or without notice. Page 3 of 3
• Knowledge of clinical office procedures, medical practices, and terminology. (R)
• Strong knowledge of the healthcare marketplace, financial analysis, current reimbursement issues, budgets, and operational
analysis (P)