Faculty Group Practice Ambulatory Practice Liaison (East Meadow)

We have an exciting opportunity to join our team as a Faculty Group Practice Ambulatory Practice Liaison (East Meadow).

The Ambulatory Practice Liaison is an integral part of the FGP Ambulatory Optimization and Patient Access team, serving as a key liaison for practice operations and patients.

This individual is responsible for helping to optimize patient flow and throughput with a key focus on driving and fostering patient-centered care and service excellence.

Under the guidance of the FGP and Practice leadership, this individual will assist in identifying areas of opportunity, and help to pilot new processes, systems and activities that will ultimately improve overall FGP CG CAHPS performance.

The liaison will also proactively round on patients to keep them informed about any delays, offer assistance with checking in, signing up for MyChart, and perform other tasks that will provide patients with a seamless experience before, during and after their visit.

Job Responsibilities :

Serve as the liaison and a 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 they arise, performing service recovery as needed

• 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 cancelation reports daily, to see where there are opportunities to schedule appointments, work waitlists and improve patient access
• Analyze patient metrics such as no show rates, daily volumes, MyChart utilization, patient secure compliance, etc. 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 appropriately monitoring requests for appointments, requests for test result follow up, and appropriately 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 meeting with FGP office, 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 practice workflows and the patients 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, etc.
• 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 the ipads, and answering questions related to their visit

Anticipate patient needs and communicate with appropriate staff and leadership to manage and facilitate solutions

Minimum Qualifications :

To qualify you must have a To qualify, you must have a Bachelors Degree 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.

Preferred Qualifications :

Preferred Epic experience

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