NYU Langone Hospital-Long Island is a 591-bed university-affiliated medical center, which offers sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of medicine and surgery. We are a major regional healthcare resource with a deep commitment to medical education and research, offering a full complement of inpatient and outpatient services. 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 to join our team as a Front Desk Supervisor - NYU Langone South Shore Neurologic Associates¿Riverhead.
In this role, the successful candidate The Front Desk Supervisor will be responsible for the oversight and direct supervision of front end operations and administrative support functions at the practice including check in and check out scheduling and support of all front desk staff In this role the FGP Front Desk Supervisor will ensure daily operational functions are properly staffed to accommodate efficient patient flow and that operations run smoothly throughout the day The Front Desk Supervisor will oversee the training of staff to ensure all new and existing staff have been trained on all aspects of the role to perform their jobs effectively including Epic workflows and patient experience Aside from supervisory responsibilities the Front Desk Supervisor will lead initiatives related to front end changes at the direction of practice leadership and FGP Corporate
Job Responsibilities:
Front End Management nbsp;
bull; Oversees staff and patient care functions of a Faculty Group Practice site
bull; Resolves employee issues and addresses procedure and performance related issues Authorizes attendance schedules and sick time changes Responsible for timekeeping and payroll for direct reports
bull; Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA Compliance Human Resources etc nbsp;
bull; Compiles analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties with guidance from practice leadership nbsp;
bull; Copayment amp; Patient Secure Reports Monitors overall practice collection percentage and works with staff to identify areas for improvement This report is expected to be monitored on a weekly basis Identify top performers and acknowledge with the team
bull; Invalid Insurance Report Monitors appointments with invalid/FGP non participating insurances to prevent non par appointments nbsp;
bull; Non Par Report Reviews amp; investigates weekly report from FGP pertaining to check in errors made by Front End staff Coaches staff as needed
bull; CheckMate Monitors CheckMate weekly report and identifies areas for improvement related to kick out reasons and hardware issues nbsp;
bull; Press Ganey Review ndash; Review and analyze patient surveys Find solutions or areas for improvement based of patient feedback
bull; Reviews operational dashboards and reports to track performance and identify trends that need to be addressed Assist with implementation and oversight of key indicators related to MIPS Epic front end work queues waitlists in baskets CheckMate Patient Secure patient experience nbsp;and digital scheduling
bull; Oversees any required training programs on policies and procedures to maintain standardization amongst the FGP Works closely with Administration on or off site Coordinators and Supervisors Epic Operations to identify opportunities to improve front end processes
bull; Enforce all office policies and procedures Specifically track and document issues related to attendance lateness Performance and behavioral patterns that require a verbal or written warning Developing performance improvement plans if needed
bull; Responsible for ensuring staff are aware of all FGP forms and how they are to be used
bull; Ensures all front desk areas are appropriately stocked with FGP forms and supplies are readily accessible In addition to maintaining downtime equipment and forms
bull; Handles escalated questions or concerns from front end staff and addresses promptly nbsp;
bull; Serves as back up support for front desk daily operations when necessary nbsp;
bull; Places MCIT ticket in the event hardware at front desk areas become non functional such as desktop phones desktop computers patient secure palm readers desktop scanners Welcome Kiosk copier and fax machines
bull; Make rounds in the practice to identify any employee issues monitor cleanliness of office waiting room areas on both floors of the practice and addresses concerns with day matron or management if needed nbsp;
bull; Determines and establishes the explanation to complex calls handle patient escalations issues and questions not covered by specific instructions or common practice
bull; Works with Billing to resolve insurance coverage issues present at time of check in
bull; Resolves all complaints and problems using independent judgement and decision making skill to ensure patient satisfaction and adheres to faculty practice standards
bull; Functions as a liaison between non physician staff and physicians to ensure effective service for patients Establishes and maintains effective working relationships with group physicians Services as a role model and resource person for providing quality patient care and patient information as needed nbsp;
bull; Participates in interview process onboarding and training for all Front Desk Secretaries nbsp;
bull; Responsible for continued office personnel training for front desk reception and billing activities related to procedure intake and scheduling Ensures appropriate cross training and cross coverage for all administrative activities nbsp;
bull; Performs other duties as assigned
Patient Experience amp; 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 encounterbull; nbsp; 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
bull; nbsp; Greets patients warmly and professionally stating name and role and clearly communicates each step of the care/interaction as appropriate
bull; nbsp; nbsp;Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person by phone or via electronic messaging nbsp;
bull; nbsp; nbsp;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
bull; nbsp; nbsp;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
bull; nbsp; nbsp;Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience
bull; nbsp; nbsp;Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles
Staff Engagement
bull; Mentor rsquo;s staff and actively promotes the development of front end performance improvement
bull; Assists with staff competency assessments and performance evaluations providing feedback identifying training needs and pathways for employee continued career success
bull; Conducts routine staff meetings and huddles to promote staff communication and feedback nbsp; nbsp;
bull; Attends and supports employee participation in FGP meetings/WebEx to stay aligned with larger network updates and training as appropriate nbsp; nbsp;
bull; Promotes employee engagement activities within the practice engaging feedback from support staff and leaders internally nbsp;
Minimum Qualifications:
To qualify you must have a A Bachelor s Degree and a minimum of 2 years of relevant work experience or equivalent combination or training and relevant work experience required Written and oral communication skills Excellent organizational skills and the ability to prioritize multiple tasks projects and assignments Exceptional attention to detail and accuracy Ability to work well in a team environment Ability to display a professional demeanor maintains confidentiality and works independently Ability to take initiative and exercise sound judgment decision making and problem solving Strong computer skills including basic keyboarding skills Proven customer service skills Self directed motivated and sensitive to deadlines Progressive leadership; demonstrated in a leadership position or demonstrates the potential for leadership competency; demonstrates ability to develop guide motivate nurture and coach others Knowledge of medical insurance eligibility and authorization rules Ability to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experience
Preferred Qualifications:
Knowledgeable of Microsoft Office Suite Programs Powerpoint Word Excel Visio etc
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Hospital-Long Island 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 Hospital-Long Island 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 Hospital-Long Island'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 $58,500.00 - $62,400.00 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here