• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Standard Work Schedule: 9AM-5PM, M-F
• Building: 51 West 51st Street. New York, NY 10019
• Salary Range: $115,000.00- $128,000.00

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Position Summary

The Practice Operations Assistant Director works closely with the Director of Operations to provide operational support to assigned FPO ambulatory clinical practices and ensure that patient excellence standards are consistent across all locations.

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Responsibilities

Practice Operations

• Ensure standard operations and a consistent patient experience across all assigned FPO ambulatory clinical practice sites.  Executes service level agreement (SLA) for assigned sites.  Conducts and documents regular meetings and in service with the staff to communicate and reinforce SLA. Maintains standardization across campus as appropriate. Ensures communication is cascaded throughout organization/unit and adopted accordingly.
• Directly supervises operational workflows and ensures that operational goals for patient volume and access, service, operational efficiency, and physician, staff and patient satisfaction are met.
• Communicate implications for staffing and operational efficiency with the Leadership and Practice Manager/Supervisor/Lead at each clinical site. 
• Monitors workflows, implements approved corrective measures, and adjusts as needed.  Ensures that staff is engaged and trained to execute remedy as appropriate.  
• Monitor clinic manager dashboard including, but not limited to Front Desk, Scheduling, Referrals, In-Basket management, etc.  Monitor all work queues for completion as they apply to practice operations.
• Serves as liaison between departmental and clinical management and representatives.  Develops and maintains good productive and collaborative relationships. 
• Collaborates with other practice sites and provide cross-coverage as needed. 
• Functions as an EPIC "Super User" all aspects of front-end components of the application to provide guidance to physicians and support staff.
• Serves as on-call administrator for assigned sites as needed.
• Collaborates with revenue cycle optimization team to implement front-end measures in assigned FPO ambulatory clinical practice sites as needed. 
• Collaborates with Ambulatory Facilities Operations on issues related to the physical environment of all sites and related support services, interfacing with other departments including IT and other associated vendors.
• Performs other job duties as required and assigned.

Finance

• Participates in the development of annual personnel/direct expense budgets.
• Investigate and implement ways to control operating expenses.

Project Management & Reporting

• Contributes to/participates in projects as directed by Director.  Assists with any administrative planning and initiatives aimed at facilitating growth and improving operations and patient experience.
• Effectively manage and complete project tasks and milestones by using tracking/reporting tools. 
• Assists with monthly and ad-hoc practice reports and dashboards.

Strategy

• Monitors key performance indicators and implements improvement initiatives, as needed. Utilizes a data-driven methodology to monitor progress and client satisfaction. Research, propose, and develop tools to gauge performance, assess performance against benchmarks and support the formulation of goals to improve performance.
• Supports strategy for regional growth expansion, as needed.
• Implements strategies to support staff on executing FPO's strategic plan, in order to maintain service level standards and an exceptional client experience.  Monitors effectiveness and ensures staff is prepared and support mechanisms are in place. Evaluate Press Ganey survey results to identify trends and develops strategies to optimize patient satisfaction and service delivery.
• Identifies and implements strategies that support organizational goals and process improvement initiatives. Maximize employee adoption and measure effectiveness. Ensure communication of changes is cascaded throughout ambulatory clinical practices and feedback channels are in place.   Ensures staff support system is in place.  Works with senior management team to address any escalated concerns and identified risks as needed.
• Utilize tools for effective communication including informal and formal presentations for various audiences.
• Assist in the growth of the programs and practices by maintaining various utilization reports.

People 

• Monitors and evaluates overall staff performance and productivity, and completes personnel actions as needed. Assists in the execution of recruitment, succession planning, professional development, and employee engagement.
• Ensures compliance with Human Resources and departmental policies and procedures including local, state, federal, and regulatory standards, as they apply to respective job functions.
• Promotes staff professionalism and performance with coaching, training, and feedback.  Mentors staff in individual and team accountability, modeling behavior, and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of practice operations topics.
• Establishes a culture of coaching and mentoring to facilitate continuous professional development and maintain an efficient patient-centered environment ensuring accountability, quality patient care, and patient satisfaction.  Identifies and mitigates any roadblocks to performance, evaluates the effectiveness of development.  Collaborates with HR to set objectives and/or develop remediation/action plans. 

Compliance

• Ensures compliance with all regulatory agencies, departmental, Service Corp, and organization policies and procedures for all staff.
• Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures that all staff has successfully completed all required trainings.
• Maintain a safe and secure work environment by following all OSHA, EH&S and public safety policies and guidelines.

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Minimum Qualifications

• Bachelor's Degree or combination of education and experience
• A minimum of 5 years of relevant experience including one year of supervisor or equivalent experience.
• An equivalent combination of education and experience may be considered.
• Excellent organizational skills, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.
• Strong project management skills including planning and executing technical and operational project activities with cross-functional teams.
• Proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility. 
• The candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Proficiency in problem assessment, and resolution, and collaborative problem-solving in complex, and interdisciplinary settings. 
• Ability to communicate effectively in both oral and written form.  This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders. 
• Must be able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders.
• Ability to lead and mentor team through new and changing situations.  Demonstrate a professional and compassionate manner while conveying a positive image of FPO Operations.
• Must demonstrate leadership and relationship management skills, and manage conflicts with tact, sensitivity, and respect.
• Ability to work independently and follow through and handle multiple tasks simultaneously.
• Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations.
• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive mindset and exceptional work ethic.
• Must successfully complete systems training requirements.

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Preferred Qualifications

• A Master’s Degree is preferred.
• Previous experience in healthcare operations and/or ambulatory clinical practice is preferred.
• Project management certification or coursework is a plus.

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Competencies

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 3 - Intermediate

Communication

Level 3 - Intermediate

Customer Service & Patient-Centered

Level 4 - Advanced

Emotional Intelligence

Level 3 - Intermediate

Problem Solving & Decision Making

Level 4 - Advanced

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 3 - Intermediate

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 2 - Basic

Performance Management

Level 3 - Intermediate

Innovation & Organizational Development

Level 2 - Basic

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Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.