Ambulatory Practice Operations Liaison
5 days ago
New York University Grossman School of Medicine is committed to providing exceptional patient care, and we are seeking a skilled professional to support our efforts. The successful candidate will serve as a liaison between our faculty group practices and patients, optimizing patient flow and throughput, and driving patient-centered care and service excellence.
Key responsibilities include:
- Serving as a key point of contact between practice operations and patients, managing and coordinating patient throughput.
- Actively listening to patient concerns, escalating them to management as needed, and performing service recovery when necessary.
- Participating in special projects and other duties as assigned.
- Reporting findings from practice operations monitoring and making recommendations to FGP leadership and practice management.
- Learning scheduling scripts and nuances for the practice.
- Assisting the practice in reviewing physician templates and cancelation reports daily to identify opportunities to schedule appointments, work waitlists, and improve patient access.
- Analyzing patient metrics to track improvement and target areas for opportunity.
- Supporting practice management in problem solving and project planning to support efficiency of patient services.
- Implementing an initiative to call patients who have provided feedback on the CG CAHPS Survey, perform service recovery as needed, answer outstanding questions or concerns, and gather additional information for process improvement.
- Participating in regular standing meetings with the FGP office to share learned best practices across all FGP locations.
- Assisting practice management in reviewing and using qualitative and quantitative data from the Press Ganey CG CAHPS survey to develop and oversee action plans related to practice workflows and the patient experience.
- Working with the FGP and practice leadership to tailor a practice toolkit that includes resources for service recovery, educational materials, signage, employee engagement, etc.
- Supporting the practice Patient Experience Champion while participating in focused work groups to create, develop, and implement best practices.
- Proactively communicating with patients in a timely manner to provide consistent and individual updates, while continuously tracking wait times, delays, and next steps.
Minimum qualifications include a Bachelor’s Degree with 1-2 years of work experience 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-motivation, and attention to detail are also required.
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