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Title: Practice Operations Manager

Org Unit: Pain Medicine Clinical Operations

Work Days: Monday-Friday

Weekly Hours: 35.00

Exemption Status: Exempt

Salary Range: $129,400.00 - $154,300.00

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

Under guidance, is responsible for the analysis of the clinical practice operational structure, workflow design, process improvement and systems utilization This role also identifies and implements practice operations policies and procedures, training and development needs of medical office personnel, areas of improvement and process standardization throughout the clinical practice operations

Job Responsibilities

+ Develops and monitors Key Performance Indicators (KPIs) to determine agent performance. Utilizes data to determine optimal staffing, review call center performance and assess overall management of call demand.

+ Conducts monthly assessments of physician productivity via RVU reporting and monthly reporting to executive leadership.

+ Partner with Quality Director to close out SafetyZone, meet Ecomp metrics and prepare yearly quality presentation.

+ Provides feedback to staff regarding level of customer service and provides training/coaching in problem areas.

+ Develops quality control monitoring, recognition programs and development evaluations to keep staff motivated and performing at optimum levels.

+ Works in conjunction with hiring managers to identify needs and assess existing team dynamics and productivity in order to appropriately match potential candidates.

+ Provides input to senior leadership regarding recruitment methods and talent acquisition.

+ Designs training and development curriculum for new and existing support staff. Identifies training sources and assesses training progress.

+ Designs and implements efficient and standardized workflows across all ambulatory practice sites. Develops tracking system to follow the change process through to completion. Makes suggestions for adjustments when necessary.

+ In partnership with senior leadership, makes annual updates to physician assignments to ensure optimal use of clinic space.

+ Ensures accuracy of physician schedules, evaluates physician capacity issues and wait times for new appointments. Recommends improvements to patient access.

+ With input from the QGenda, team, tracks physician PTO & AD time to assist in the reconciliation of overages and deficiencies.

+ Utilizes data warehouse reporting tools for analysis and tracking of continuous improvement.

+ May develop, maintain and/or disseminate departmental or functional specific policies and procedures. May also be responsible for maintaining a departmental standard operating procedures (SOP) manual if available.

+ Ensures compliance with local, state, and federal regulatory requirements.

+ Maintains up-to-date knowledge of essential computer systems, software, and/or policies and procedures related to functions of role.

+ Works with HR on Recruiting, training, monitoring and coaching.

+ Add Direct supervision of administrative and clinical staff (NP’s).

Education

+ Bachelor's Degree in related field

Experience

Approximately 5 years of extensive managerial and supervisory experience in a medical practice or similar ambulatory care setting.

Approximately 2 years of experience managing a clinical call center operation preferred.

Knowledge, Skills and Abilities

+ Proven track record of recruiting and training front end clinical practice staff.

Licenses and Certifications

Working Conditions/Physical Demands

Standard office work

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “any person, any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.