Clinical Access Center Liaison (FGP) - Manhattan/Long Island

NYU Langone Health • New York, NY

9h • $61,288 - $105,722 • Onsite

About The Position

The FGP Clinical Access Center Practice Liaison is an integral part of the Clinical Access Center team, serving as the primary liaison between Faculty Group Practice (FGP) Clinical Operations, the Clinical Access Center, the Patient Access Center and the FGP corporate office. The individual is expected to work in close collaboration with these stakeholders to achieve strategic and operational goals related to patient access, optimization and care. This role is responsible for strengthening collaboration between practices and the Clinical Access Center by driving new initiatives, monitoring program performance, gathering physician and practice feedback, managing escalations, and enhancing patient satisfaction.
This individual will assist in identifying areas of opportunity to improve workflows and performance, and pilot new processes, systems and activities that will improve the overall performance and effectiveness of the Clinical Access Center.

Requirements

• Bachelors Degree and graduate of accredited LPN Program; or MBA or MPH required with a minimum of 2-4 years of work experience in a clinical practice setting participating in improvement programs, problem solving, or the equivalent combination of education and experience
• Onsite presence in NYU Langone practices throughout the network notably in Long Island and Manhattan
• Strong interpersonal skills and ability to interact and collaborate with all levels of staff within the organization notably with practice clinical management and providers
• Excellent time management and prioritization skills
• Able to work effectively and professionally in a fast-paced environment
• Strong customer service skills
• Excellent written and oral communication skills, and presentation skills
• Self-motivated and detail oriented with an excellent work ethic.
• Strong computer skills, including Microsoft Office Suite and electronic medical records, preferably Epic Ambulatory
• Proficient in creating reporting/Microsoft Excel spreadsheets and pivot tables
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Responsibilities

• Serve as the main point of contact between practice operations (management and clinical), the Faculty Group Practice corporate office, the Clinical Access Center and the Practice Access Center Liaison team.
• Collaborate closely with the Clinical Access Center management, practice leadership, and Patient Access Center liaison team to support cross-team initiatives.
• Identify and communicate key feedback and learning opportunities for QA/Training Teams to incorporate into the program.
• Learn and stay current on Clinical Access Center guidelines and workflow nuances for practices.
• Engage in regular meetings with the practices and physicians to obtain feedback, identify trends and opportunities for continuous improvement. Facilitate communication as needed.  Have an onsite presence in the practices throughout the regions that are supported by the Clinical Access Center programs.
• Proactively communicate with practices in a timely manner to provide consistent and individual updates. Anticipate any issues, concerns or perceptions that may need to be addressed and ensure such matters are raised to leadership and the Clinical Access Center Management team to ensure proper and timely input and intervention.   
• Monitor and trend practice escalations, concerns and improvement opportunities to ensure practice needs are being responded to in a timely fashion.  Provide feedback to Clinical Access Management to ensure solutions are incorporated into guidelines, training and QA programs.
• Work in close partnership with the Clinical Access Center Management team to ensure processes are appropriately and consistently implemented.
• Monitor Clinical Access Center metrics for practices/providers to identify and implement improvement opportunities. 
• Create and manage reporting relevant to the practices/providers and the Clinical Access Center management team ? presenting information related to performance, productivity, feedback and relevant areas of focus.
• Anticipate practice needs and communicate with appropriate staff and leadership to manage and facilitate solutions. Actively listen to practice concerns, and escalate to appropriate management as they arise, performing service recovery as needed.
• Participate in and support in managing practice onboarding and monthly/quarterly debrief calls/business review meetings with practice leadership and the FGP Clinical Access Team.
• Support in preparing presentations and metric reporting for meetings with FGP leadership and practice debriefs. 
• Identify through physician and practice feedback, workflow and optimization opportunities. 
• Maintain exceptional communication with the Leadership teams. Ensuring all pertinent information is shared with the appropriate members of Leadership.
• Incorporate the NYULMC Service Excellence Standard Behaviors and CARES Service Strategy into daily workflows and communications.
• Drive 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) by:  Working collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient?s and provider interactions and inquiries by phone or electronic messaging  Sharing ideas or any observed areas of opportunity to improve patient and employee experience 
• Special projects and other duties as assigned

Benefits

• 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.
• At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package.
• Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement.
• The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support.
• Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.
• The benefits and wellness package is designed to allow you to focus on what truly matters.
• Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees