Job Description

Position Summary:
We have an exciting opportunity to join our team as a Clinical Access Center Operations Manager.
The Operations Manager of the Access Center within the NYU FGP will assure an outstanding Patient Experience and achieve the organizations goals related to patient access to NYU FGP services. This professional will strategically plan for and provide leadership in the development and implementation of plans, procedures, and policies for the Access Center. This position will work collaboratively and maintain positive relationships with NYU FGP business leaders and cross-functional departments.
Job Responsibilities:

• Work alongside Clinical Access Center leadership and partner sites to oversee the daily operations of the Telehealth Nurse Practitioner and RN programs.
• Support the Clinical Access Center Programs - both the Nurse Practitioner and Nurse/Medical Assistant teams - in managing operations with key tasks that support the infrastructure and strategic development and growth of the programs - promoting access to care and a positive patient experience, while maintaining efficient and effective operations. Ensure teams are aligned with organizational and program goals.
• Collaborates with Clinical Access Center and FGP leadership to support and implement key components of the business, while monitoring progress toward established benchmarks and goals.
• Monitor operational performance for NP Telehealth visits, including accounts receivable, accounts payable, revenue cycle management and reporting, while collaborating with leadership on forecasting, variance analysis, and process optimization to enhance efficiency and outcome.
• Proactively manage relationships with new and established partner sites by maintaining regular communication, sharing performance metrics and collaborating to identify opportunities for expansion, process optimization, and continuous improvement.
• Support strategic growth, technology integration, and operational improvements.
• Review operational dashboards, tracking tools and management reports to monitor performance and identify trends to be addressed, both internally and with FGP partner sites.
• Prepare reports to track program success and identify areas for improvement.
• Create presentations and supporting materials that effectively represent the Clinical Access Center - including high-level executive presentations for leadership showcasing strategic initiatives, performance, and impact, as well as detailed quarterly reports for partner practices that communicate key metrics, program updates, and collaboration outcomes. Ensure all presentations are visually engaging, data-driven, and tailored to the audience's needs.
• Communicate effectively, facilitate collaboration, and manage and maintain positive working relationships with diverse stakeholders, including Clinical Access Center leadership and team members, FGP leadership and staff, practice providers and site leaders, IT, vendors, the Central Business Office (CBO), and the Access Center.
• Share ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership.
• Assist in the development of performance and productivity metrics and generate ideas to improve performance.
• Cultivate a culture of collaboration, accountability, and continuous improvement by providing strong leadership and mentorship.
• Oversee Clinical Access Center operations that support staff and vendor management, including onboarding/terminations, and Kronos management.
• Work closely with Clinical Access Center leadership to guide and train staff in maintaining adherence to FGP policies and procedures.

Additional Position Specific Responsibilities:
Must have solid understanding of Ambulatory practices and principles and the challenges of managing a centralized department and multiple stakeholders (physicians, practices, Clinical Access Center team and vendor team); knowledgeable in the latest healthcare trends via ongoing self-learning, reading, organization memberships, etc. Must have a passion for providing superior service to employees and NYU FGP patients and customers. Must have an optimistic attitude. Must be a team player-positive interaction with staff at all levels is essential. Must be able to manage effectively in a fast-paced, often high-pressure environment and maintain composure in stressful situations. Must be a motivated and decisive self-starter/problem solver with excellent time management and organizational skills.
Minimum Qualifications:
Bachelors degree or equivalent with at least and five to seven years demonstrated experience in healthcare management
Familiar with Revenue Cycle, Ambulatory Practice or Access Center Operations, or related
Detail oriented
Ability to prioritize tasks in a high-volume, multiple-task work environment with a high degree of independence
Strong relationship-building skills across all levels of the organization
Proven success in directing initiatives related to centralized workforce optimization, performance metrics, management reporting, business planning, quality, etc.
Must demonstrate ability to effectively partner with cross-functional departments to meet organizational objectives.
Must have excellent verbal and written communication skills
High comfort level with technology and proficiency with Microsoft Office Suite
Experience using Electronic Health records such as Epic
Have an optimistic attitude and high level of integrity
Any other duties assigned
Preferred Qualifications:
Masters Degree. Previous leadership/management experience
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Florida 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.
NYU Langone Florida is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.
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