Faculty Group Practice Ambulatory Practice Liaison-Patient Experience Specialist
3 weeks ago
We are seeking a highly skilled and motivated individual to join our team as a Faculty Group Practice Ambulatory Practice Liaison-Patient Experience. This role will play a critical part in optimizing patient flow and throughput, with a focus on driving and fostering patient-centered care and service excellence.
Key Responsibilities:- Serve as the liaison and key point of contact between practice operations and patients, managing and coordinating patient throughput.
- Actively listen to patient concerns and escalate to appropriate management as needed, performing service recovery as necessary.
- Participate in special projects and other duties as assigned.
- Report to FGP leadership and practice management on findings from the monitoring of practice operations and make recommendations as needed.
- Learn scheduling scripts and nuances for the practice.
- Assist the practice in reviewing physician templates and cancellation reports daily to identify opportunities to schedule appointments, work waitlists, and improve patient access.
- Analyze patient metrics such as no-show rates, daily volumes, MyChart utilization, and patient security compliance to track improvement and target areas for opportunity.
- Support practice management in problem-solving and project planning to support efficiency of patient services.
- Assist the practice in managing in-basket workflows and monitoring requests for appointments, test results, and follow-up, and disseminating messages to stakeholders as needed.
- Implement an initiative to call patients who have provided feedback on the CG CAHPS Survey to perform service recovery as needed, answer outstanding questions or concerns, and gather additional information that may contribute to process improvement.
- Participate in regular standing meetings with FGP offices to share learned best practices across all FGP locations.
- Assist practice management in reviewing and using qualitative and quantitative data received from the Press Ganey CG CAHPS survey to develop and oversee action plans related to practice workflows and the patient experience within the practice.
- Continuously monitor CG CAHPS performance and track improvement in all related survey metrics.
- Incorporate the NYULMC Service Excellence Standard Behaviors into daily workflows and communications.
- Work with the FGP and practice leadership to tailor a practice toolkit that includes resources for service recovery, educational materials, signage, employee engagement, and other relevant tools.
- Support the practice Patient Experience Champion while participating in focused work groups to create, develop, and implement best practices.
- Proactively communicate with patients in a timely manner to provide consistent and individual updates, while continuously tracking wait times, delays, and next steps.
- Assist patients in signing up for MyChart using iPads and answering questions related to their visit.
- Anticipate patient needs and communicate with appropriate staff and leadership to manage and facilitate solutions.
- Bachelor's degree with a minimum of 2 years of work experience participating in improvement programs, problem-solving, time management, and prioritization skills, or the equivalent combination of education and experience.
- Excellent written and oral communication skills; self-motivated and detail-oriented with an excellent work ethic.
- Preferred Epic experience.
NYU Grossman School of Medicine is an institution you can be proud of, where you'll feel good about devoting your time and your talents. We are 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.
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New York, New York, United States NYU Grossman School of Medicine Full timeJob SummaryWe are seeking a highly skilled Ambulatory Practice Liaison to join our Faculty Group Practice team. The successful candidate will serve as a key liaison between practice operations and patients, managing and coordinating patient throughput.The ideal candidate will have excellent communication and problem-solving skills, with the ability to work...
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