Front Desk Supervisor FGP Neuro Islip

NYU Langone Health; Town of Islip (NY); On-site; USD 59,000 - 66,000; Full time

Job summary

NYU Langone Health is seeking a Front Desk Supervisor, FGP - Neuro - Islip to join our Faculty Group Practice team. You will oversee front-end operations, support staff, and ensure high-quality patient experiences at the Islip site.

You'll manage attendance, schedules, payroll for direct reports, enforce policies including HIPAA and compliance, monitor dashboards, train staff, and collaborate with Administration to optimize scheduling, billing accuracy, and patient flow in a fast-paced clinical

Qualifications

• Bachelor's degree and 2+ years of related work experience.
• Excellent written and oral communication skills.
• Strong organizational skills and ability to multitask.
• Professional demeanor, confidentiality and independent work.
• Proven customer service skills and leadership potential.
• Knowledge of medical insurance eligibility and authorization rules.
• Proficient in basic computer skills.
• Ability to work well in a team.

Responsibilities

• Oversees staff and patient care functions of a Faculty Group Practice site.
• Enforces policies including HIPAA and compliance, and manages attendance and payroll for direct reports.
• Analyzes daily statistics and presents monthly data to leadership.
• Coaches staff, supports scheduling and workflow improvements, and ensures patient satisfaction.
• Ensures front-desk operations and accurate billing/support functions.

Skills

Bachelor's Degree

2+ years of relevant work experience

Written and oral communication skills

Excellent organizational skills

Attention to detail

Teamwork

Professional demeanor

Self-directed

Knowledge of medical insurance

Leadership potential

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

NYU Langone Hospital—Long Island is a 591-bed university-affiliated medical center, which offers sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of medicine and surgery. We are a major regional healthcare resource with a deep commitment to medical education and research, offering a full complement of inpatient and outpatient services. At NYU Langone Health, equity and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace inclusion and individual skills, ideas, and knowledge.

Learn more about NYU Langone Hospital—Long Island, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, X, YouTube and Instagram.

Position Summary:

We have an exciting opportunity to join our team as a Front Desk Supervisor, FGP - Neuro - Islip.

Job Responsibilities:

Front-End Management

• Oversees staff and patient care functions of a Faculty Group Practice site
• Resolves employee issues and addresses procedure and performance related issues. Authorizes attendance, schedules, and sick time changes. Responsible for timekeeping and payroll for direct reports
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc.
• Compiles, analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties with guidance from practice leadership
• Copayment & Patient Secure Reports- Monitors overall practice collection percentage and works with staff to identify areas for improvement. This report is expected to be monitored on a weekly basis. Identify top performers and acknowledge with the team.
• Invalid Insurance Report- Monitors appointments with invalid/FGP non-participating insurances to prevent non-par appointments.
• Non-Par Report- Reviews & investigates weekly report from FGP pertaining to check-in errors made by Front-End staff. Coaches staff as needed.
• CheckMate- Monitors CheckMate weekly report and identifies areas for improvement related to kick-out reasons and hardware issues
• Press Ganey Review – Review and analyze patient surveys. Find solutions or areas for improvement based of patient feedback
• Reviews operational dashboards and reports to track performance and identify trends that need to be addressed. Assist with implementation and oversight of key indicators related to MIPS, Epic front-end work-queues, waitlists, in-baskets, CheckMate, Patient Secure, patient experience, and digital scheduling.
• Oversees any required training programs on policies and procedures to maintain standardization amongst the FGP. Works closely with Administration, on or off site Coordinators and Supervisors, Epic Operations, to identify opportunities to improve front-end processes.
• Enforce all office policies and procedures. Specifically track and document issues related to attendance, lateness, Performance and behavioral patterns that require a verbal or written warning. Developing performance improvement plans if needed
• Responsible for ensuring staff are aware of all FGP forms and how they are to be used
• Ensures all front-desk areas are appropriately stocked with FGP forms and supplies are readily accessible. In addition to maintaining downtime equipment and forms.
• Handles escalated questions or concerns from front-end staff and addresses promptly
• Serves as back-up support for front-desk daily operations when necessary
• Places MCIT ticket in the event hardware at front-desk areas become non-functional such as desktop phones, desktop computers, patient secure palm readers, desktop scanners, Welcome Kiosk, copier and fax machines
• Make rounds in the practice to identify any employee issues, monitor cleanliness of office waiting room areas on both floors of the practice and addresses concerns with day matron or management if needed.
• Determines and establishes the explanation to complex calls, handle patient escalations, issues and questions not covered by specific instructions or common practice
• Works with Billing to resolve insurance coverage issues present at time of check-in
• Resolves all complaints and problems using independent judgement and decision making skill, to ensure patient satisfaction and adheres to faculty practice standards
• Functions as a liaison between non-physician staff and physicians to ensure effective service for patients. Establishes and maintains effective working relationships with group physicians. Services as a role model and resource person for providing quality patient care and patient information as needed.
• Participates in interview process, onboarding and training for all Front-Desk Secretaries
• Responsible for continued office personnel training for front desk, reception and billing activities related to procedure intake and scheduling. Ensures appropriate cross-training and cross-coverage for all administrative activities
• Perform other duties as assigned.

Patient Experience & Access

• Serves as NYU Langone Health Faculty Group Practice Brand Ambassador by upholding the NYULH Mission, vision and values and promoting excellence in the patient experience, during every encounter.
• Drives consistency in every patient and colleague encounter by embodying the core principles of our FGP Service Strategy CARES (Connect, Align, Respond, Ensure, and Sign-Off)
• Greets patients warmly and professionally, stating name and role, and clearly communicates each step of the care/interaction as appropriate
• Works collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging.
• Proactively anticipates patient needs, and participates in service recovery by applying the LEARN model (Listen, Empathize, Apologize, Resolve, Notify), and escalates to leadership as appropriate.
• Shares ideas or any observed areas of opportunity, to improve patient experience and patient access, with appropriate leadership. (i.e. ways to optimize provider schedules, how to minimize delays, increase employee engagement, etc.)
• Partners with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience.
• Takes a proactive approach in ensuring that practice staff are fully versed in the Access Agreement gold standard principles.

Staff Engagement

• Mentor’s staff, and actively promotes the development of front-end performance improvement.
• Assists with staff competency assessments and performance evaluations providing feedback, identifying training needs, and pathways for employee continued career success.
• Conducts routine staff meetings and huddles to promote staff communication and feedback.
• Attends and supports employee participation in FGP meetings/WebEx to stay aligned with larger network updates and training as appropriate.
• Promotes employee engagement activities within the practice, engaging feedback from support staff and leaders internally.

Minimum Qualifications

To qualify you must have a A Bachelor's Degree and a minimum of 2+ years of relevant work experience or equivalent combination or training and relevant work experience required. Written and oral communication skills. Excellent organizational skills and the ability to prioritize multiple tasks, projects and assignments. Exceptional attention to detail and accuracy. Ability to work well in a team environment. Ability to display a professional demeanor, maintains confidentiality, and works independently. Ability to take initiative and exercise sound judgment, decision making and problem solving. Strong computer skills, including basic keyboarding skills. Proven customer service skills. Self-directed, motivated, and sensitive to deadlines. Progressive leadership; demonstrated in a leadership position or demonstrates the potential for leadership competency; demonstrates ability to develop, guide, motivate, nurture, and coach others. Knowledge of medical insurance eligibility and authorization rules. Ability to complete multiple tasks efficiently and thrive in a team work environment which pursues a positive patient care experience.

Preferred Qualifications

Knowledgeable of Microsoft Office Suite Programs (Powerpoint, Word, Excel, Visio, etc.)

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

NYU Langone Hospital—Long Island 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 Hospital—Long Island 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.

View Know Your Rights: Workplace discrimination is illegal.

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 $58,500.00 - $66,300.00 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.