Project Manager, Manhattan - Operations

NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.

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Position Summary:
We have an exciting opportunity to join our team as a Project Manager.

In this role, the successful candidate reports directly to the FGP Assistant Director of Ambulatory Access Operations. This position is responsible for supporting the efforts on optimizing operations and performance related to patient access in the faculty group practices and patient access centers. The focus will be on driving and fostering a culture of patient centered care, quality outcomes, and service excellence related to patient access. The Project Manager will support all practices on the Patient Access Center and the FGP After Hours Service with a focus on standardizing and challenging scheduling and workflow directives and improving patient access and quality across the operations. This individual will play a key role in the ongoing optimization of Salesforce, assist with the development, standardization and implementation of other tools and resources that promote workflow efficiencies and agent performance at the patient access center and the NYU after-hours service, and ensure compliance with all standards. The Project Manager will also work in close collaboration with Telecom to structure call routing and standardize phone trees for our Faculty Group Practices.

Job Responsibilities:

Patient Access Centers and After-Hours:

• Assists in supporting and leading efforts to partner and collaborate with key FGP operational leads in our Patient Access Centers, After-Hours Centers and faculty group practices, to drive patient access related performance improvement and patient experience.
• Assists in the communication and alignment of the faculty group practices, patient access and after-hours centers partnership, ensuring all parties work in close collaboration, and within FGPs guidelines, to achieve our patient access goals.
• Actively supports roll-outs and implementations for all practice and institutional initiatives in areas of appointment scheduling, prescription refills, physician referral service, and after-hours, and partners with implementation leaders in ensuring accuracy and pertinence of information contained in knowledge management articles and other tools used by agents to perform their tasks.
• Supports the leaders of patient access center implementations through all phases of the project planning and implementation, ensuring pertinence and accuracy of information and directives shared during discovery and implementation, as well as training materials for go-live.
• Develops, executes and maintains plan for continuous audit of practice related call directives, including supporting tools, to promote and facilitate patient access, agent ease of use and workflow efficiencies.
• Supports improvement of patient access and after-hours centers quality error logs, statistics and key performance metrics and works with FGP Access Center team to make improvements to process workflows both in the patient access centers and in the Faculty Group Practices.
• Leads calibration calls for after-hours and the patient access center and participates in practice touch base calls to identify opportunities to improve quality and patient experience, as well as access center and after-hours workflow optimization opportunities.
• Audits patient issues shared by FGP leadership, performs root-cause analysis and provides feedback on findings and opportunities.
• Works in close collaboration with FGP patient access team to analyze patient access data and identify opportunities for improving physician templates and provider / practice knowledge management articles.

Salesforce:

• Assists in the ongoing optimization of Salesforce, to ensure efficient agent workflows, accuracy in scheduling/call directives, after-hours case mapping and agent productivity capture.
• Assists in the ongoing strategic development of Salesforce, considering needs and use cases for various initiatives (after-hours, inbound vs outbound scheduling call types) and end users (agents, practices, management).
• Facilitates and leads focus groups with end-users to identify opportunities for agent workflow optimization.
• Reviews and updates Salesforce pages to ensure accurate information and user-friendly format.
• Partners with Salesforce technical lead to troubleshoot and solution for issues.

Telecommunications:

• Lead on practice transitions to ensure that telecommunications needs are addressed appropriately (business hours and after-hours needs).
• Works with telecommunications and practices standardizing phone trees and call routing.
• Assists with troubleshooting phone routing issues to best determine solution to resolve issue.
• Represents FGP Operations on phone system migration meetings and working with telecommunications, practice management and FGP leadership to make decisions based on cost and practice infrastructure.
• Assumes lead role to obtain call volume reports based on queue, phone tree option to report out on trends to help make decisions on operational needs and forecasting.
• Assists FGP in assessing practice phone room optimization and call flow to ensure optimal patient experience.
• Assumes lead role on both after-hours and patient access downtime procedures, working with telecommunications, patient access and after-hours centers and MCIT on determining best downtime strategy, implementing downtime procedures in a timely manner, and validating downtime workflows and call routing are in effect.

Miscellaneous:

• Assists in ongoing optimization efforts to incorporate Artificial Intelligence into various platforms (e.g., Salesforce, contact center telephony).
• Escalates tickets placed by practices to telecom to expedite resolution of issues.
• Leads or assists with special projects, as and when assigned.

Minimum Qualifications:
To qualify you must have a Bachelor's degree, with at least 3-5 years of experience with healthcare operations in project management, leading and participating in improvement programs with problem solving, time management and prioritization skills or the equivalent combination of education and experience. Require proficiency in Microsoft Excel and Word, strong conceptual and analytical abilities and excellent written and verbal communication skills. Qualified candidates must be able to effectively communicate with all levels of the organization.

Preferred Qualifications:
Masters degree in Health Care Administration or similar preferred

Qualified candidates must be able to effectively communicate with all levels of the organization.

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.

NYU Langone Health 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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NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $84,577.92 - $110,541.41 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here