Pre Admission Clerk - United Surgical Partners : Job Details

POSITION SUMMARY:

We have an exciting opportunity to join our team as a Access Center Liaison. In this role, the successful candidate is an integral part of the FGP Ambulatory Optimization and Patient Access team, serving as the key liaison for Practice Operations, Patient Access Center and the Faculty Group Practice corporate office. This individual is responsible for helping to optimize the relationship between the practices and the access center focusing on new initiatives, agent performance tracking and reporting, escalations and patient satisfaction. Under the guidance of the FGP and Access Center leadership, this individual will assist in identifying areas of opportunity to improve workflows and agent performance, and help to pilot new processes, systems and activities that will ultimately improve overall performance in the Patient Access Center.

JOB RESPONSIBILITIES:

• Serve as the main point of contact between practice operations, the Faculty Group Practice corporate office, and the Patient Access Center.
• Special projects and other duties as assigned
• Identify, interview and ultimately manage candidates to join the Access Center Liaison Team as positions become available.
• Identify key points of feedback and learning opportunities for QA/Training Teams.
• Support practice management in problem solving and project planning to support efficiency of patient services.
• Participate in regular standing meeting with the FGP, to assist in sharing 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 agent performance and behaviors that impact and improve the patient experience Monitor New Patient scheduling metrics for practices/providers to identify and implement improvement opportunities.
• Incorporate the NYULMC Service Excellence Standard Behaviors into daily workflows and communications
• Work with supervisors and managers to ensure all information being brought to FGP leadership and the practices is current and accurate.
• Identify through agent and supervisor feedback, Epic and Salesforce workflow and optimization opportunities, including script directives and scheduling templates.
• Learn and stay current on scheduling scripts and workflow nuances for practices.
• Proactively communicate with practices in a timely manner to provide consistent and individual updates. While continuously tracking errors and solutions, provide feedback to Access Center Training and QA teams to ensure solutions are incorporated into training and QA programs.
• Work in close partnership with Access Center Management team to ensure Access Center Agreement and associated responsibilities are appropriately and consistently implemented.
• Maintain communication with WFM on the onboarding schedule for practices.
• Maintain exceptional communication with the Leadership teams at both Access Centers. Ensuring all pertinent information is shared with the appropriate members of Leadership.
• Act as the main point of contact from the Access Center for all process improvement initiatives from the FGP and/or the practices.
• Monitor email to ensure practice needs are being responded to in a timely fashion.
• Anticipate practice needs and communicate with appropriate staff and leadership to manage and facilitate solutions.
• Actively listen to practice concerns, and escalate to appropriate management as they arise, performing service recovery as needed.
• Create and conduct monthly/quarterly business review meetings with practice leadership and the FGP Access Team.
• Coordinate and lead daily touch base calls with all new practices.
• Review The Standards of Excellence Guidelines and The Access Center Agreement.
• Lead introductory calls with new practices joining the Access Center.
• Work with FGP Ambulatory Access Team for the onboarding of all new practices when joining the Access Center

MINIMUM QUALIFICATIONS:

To qualify you must have a Bachelor's Degree required with a minimum of 1-2 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.

Epic and Salesforce Training Required.

Required Skills Required Experience