Assistant Coordinating Manager

NYC Health + Hospitals/Metropolitan is the community hospital of choice for residents of East Harlem, northern Manhattan, and neighboring communities. The hospital provides culturally-sensitive care in a welcoming and hospitable setting, emphasizing primary care medicine and utilizing the latest advances in medical science. Metropolitan delivers high quality health services with compassion, dignity, and respect to all, without exception. Since its founding in 1875, the hospital has been affiliated with New York Medical College, representing the oldest partnership between a hospital and a private medical school in the United States. Metropolitan is a part of the NYC Health + Hospitals, the largest municipal hospital and health care system in the country.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Work Shifts

8:00 A.M - 4:00 P.M

Job Description

PURPOSE OF POSITION

Support the day-to-day operations of assigned Service, Clinic or Program under the direction of a Coordinating Manager or Director.

DUTIES AND RESPONSIBILITIES
• Support Practice operations including daily huddles, assess staffing issues, room assignments for optimal use of space, monitor provider schedule to optimize booking/scheduling rate, make approved template changes, monitor patient wait time and front line, submit requisitions for supplies and track inventory.
• Monitor DAR to manage patient flow, identify possible No-Show patients and facilitate reminder/ check in calls or televisits before they miss appointments.
• Work collaboratively with PCAs to ensure that paper and other supplies are available in the exam and preceptor rooms at all times.
• Assist and troubleshoot operational issues such as systems failures, clinical equipment, computer equipment, and any needed supplies.
• Comply with departmental and organizational policies and procedures.
• Complete annual regulatory requirements within established time frames.
• Complete other duties as assigned.

Manage Staff
• Prepare staff schedules.
• Track staff call outs, approve time off and ensure appropriate coverage, and sign off on timekeeping.
• Develop and maintain standard work and arrange training.
• Recruit and retain staff to appropriate staffing levels.
• Orient all new staff to the department, including policies and procedures.

Schedule Management
• Create and manage providers' schedules to ensure templates are optimized for maximum patient appointment capacity.
• Ensure template quotas are accurate and appropriate.
• Ensure templates meet the criteria set by H+H and re-alignment standards.
• Consult with Ambulatory Care Leadership as appropriate to establish template criteria and quotas.
• Utilize dashboards and other reports as needed for data collection and review of department performance.

Practice Management
• Perform data collection and reporting as necessary to monitor department productivity and operational efficiencies.
• Directly oversee day to day operations and ensure staff are meeting all patient satisfaction and customer service requirements with every patient they encounter.
• Handle patient concerns/complaints/feedback as necessary and appropriate.
• Ensure all patient demographic information is entered accurately and completely with each patient encounter.
• Ensure all processes for pre-authorization as needed, pre-registration and check in are done completely and accurately.
• Actively monitor pre-registration, referral and scheduling work queues to ensure timely completion.
• Collaborate with physician and nursing leadership on clinical deliverables and work flows.
• Ensure all published information is complete and accurate. This includes business cards, phone numbers, addresses, internet/intranet pages, etc.
• Attend and/or hold meetings as appropriate, including the ambulatory care leadership meetings, department meetings, and the daily safety huddles.
• Ensure the department policies/procedures/standard work are up to date, and aligned with CMS, TJC, Article 28, PCMH and other regulatory or accreditation agencies as appropriate.
• Manage performance measurements from established key metrics, maintain all supporting records and data.

Quality Improvement/ Performance Improvement
• Participate in improving the quality of care in collaboration with other departments.
• Identify improvement opportunities and lead improvement initiatives in line with the organization's regulatory standards.
• Review monthly Press Ganey scores; work to resolve patient complaints and improve patient experience

Environmental of Care
• Perform daily rounds of patient care and administrative areas to ensure safety, cleanliness and that all areas are maintained in compliance with relevant regulatory standards.
• Create tickets for facility, housekeeping, IT, and equipment issues.
• Collaborate with Facilities, Environmental Services, Biomedical Engineering, and IT to ensure that environment and needed equipment are operational.

Communication Management
• Communicate and share knowledge of clinic operations, updates, external impacts, etc. with other physician and nursing leadership on a regular basis.
• Hold formal staff meetings monthly; maintain documentation of meetings through sign-in sheets, agendas and meeting minutes.

Inventory Management
• Order office and other supplies essential for staff duties timely, completely and accurately.
• Order supplies in a fiscally responsible manner and ensure unnecessary bulk ordering does not occur. Ensure supplies are used within an appropriate timeframe and are not sitting idle for long periods of time where they may expire, become outdated or become damaged.
• Ensure all paper forms needed are up to date and are accurate with appropriate phone numbers, organization logos, etc. Any forms that can be saved to a shared drive accessible to staff should be stored online.

Other departmental tasks as needed.

Minimum Qualifications
1. A Baccalaureate Degree from an accredited college or university in Business Administration, Community Health, Psychology or related discipline with one year of full-time experience in a supervisory or administrative capacity in business management systems, general administration, health care and medical/patient systems administration; or,
2. A satisfactory combination of education, training and experience.

In addition, you can submit your resume to METCareers@nychhc.org with the Job Title and Job ID # of the job posting that you applied to in the subject line of the email.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs