Front Desk Supervisor (FGP) Manhattan, Internal Medicine

NYU Langone Health • New York, NY

2d • $66,300 - $75,600 • Onsite

About The Position

NYU Grossman School of Medicine is a top-ranked medical school with a 175-year history, committed to improving the human condition through education, research, and patient care. As part of NYU Langone Health, it values equity and inclusion. This role involves the oversight and direct supervision of front-end operations and administrative support functions at a practice, including check-in/check-out, scheduling, and staff support. The supervisor ensures daily operations are adequately staffed for efficient patient flow, oversees staff training on roles, workflows, and patient experience (including Epic), and leads front-end initiatives as directed by practice leadership.

Requirements

• A Bachelor's Degree
• 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.
• Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

• Knowledgeable of Microsoft Office Suite Programs (Powerpoint, Word, Excel, Visio, etc.)

Responsibilities

• Oversees staff and patient care functions of a Faculty Group Practice site.
• 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.
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc.
• Compiles, analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties with guidance from practice leadership.
• 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.
• Monitors appointments with invalid/FGP non-participating insurances to prevent non-par appointments.
• Reviews & investigates weekly report from FGP pertaining to check-in errors made by Front-End staff. Coaches staff as needed.
• Monitors CheckMate weekly report and identifies areas for improvement related to kick-out reasons and hardware issues.
• Reviews and analyzes patient surveys. Finds solutions or areas for improvement based of patient feedback.
• Reviews operational dashboards and reports to track performance and identify trends that need to be addressed. Assists with implementation and oversight of key indicators related to MIPS, Epic front-end work-queues, waitlists, in-baskets, CheckMate, Patient Secure, patient experience, and digital scheduling.
• 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.
• Enforces all office policies and procedures. Specifically tracks and documents issues related to attendance, lateness, Performance and behavioral patterns that require a verbal or written warning. Develops performance improvement plans if needed.
• Responsible for ensuring staff are aware of all FGP forms and how they are to be used.
• Ensures all front-desk areas are appropriately stocked with FGP forms and supplies are readily accessible. In addition to maintaining downtime equipment and forms.
• Handles escalated questions or concerns from front-end staff and addresses promptly.
• Serves as back-up support for front-desk daily operations when necessary.
• 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.
• Makes 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.
• Determines and establishes the explanation to complex calls, handles patient escalations, issues and questions not covered by specific instructions or common practice.
• Works with Billing to resolve insurance coverage issues present at time of check-in.
• Resolves all complaints and problems using independent judgement and decision making skill, to ensure patient satisfaction and adheres to faculty practice standards.
• 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. Serves as a role model and resource person for providing quality patient care and patient information as needed.
• Participates in interview process, onboarding and training for all Front-Desk Secretaries.
• 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.
• Performs other duties as assigned.
• 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 encounter.
• 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).
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate.
• 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.
• 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.)
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.
• Mentors staff, and actively promotes the development of front-end performance improvement.
• Assists with staff competency assessments and performance evaluations providing feedback, identifying training needs, and pathways for employee continued career success.
• Conducts routine staff meetings and huddles to promote staff communication and feedback.
• Attends and supports employee participation in FGP meetings/WebEx to stay aligned with larger network updates and training as appropriate.
• Promotes employee engagement activities within the practice, engaging feedback from support staff and leaders internally.

Benefits

• Financial security benefits
• Generous time-off program
• Employee resources groups for peer support
• Holistic employee wellness program (physical, mental, nutritional, sleep, social, financial, and preventive care)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level