Reporting to the Department Administrator, the Director of Practice Operations leads all aspects of the dermatology faculty and resident practices. This includes focus on provider productivity, access/patient satisfaction initiatives, practice workflow and design, space refurbishment and maintenance, collaboration with the ColumbiaDoctors faculty practice organization on space, operations and special projects. This position works closely and collaboratively with faculty and faculty leadership, Nursing Administration, Revenue Cycle Management, NYPH Ambulatory Care, ColumbiaDoctors and other key stakeholders to deliver an efficient, high-quality, patient-centered care experience.
Operations: Manages and continuously evaluates patient flow and workflow, productivity and patient service experience. Develops and implements performance standards and operational changes to drive efficiency and quality. Collaborates with the Revenue Cycle Manager, Department Administrator/CFO and Faculty leadership to plan, develop and implement new clinical programs, service lines and practice sites. Collaborates with faculty and staff to optimize patient flow and physician practice schedules. Continuously identifies and resolves problems. Collects data and compiles statistical reports for administrative and regulatory purposes. Works collaboratively with NYPH ACN leadership to improve clinic operations. Monitors and reports on monthly volume and analyzes trends to recommend schedule and template revisions.
Patient Experience: Leads patient‐centered care initiatives and customer service experience, standards and outcomes. Demonstrates the highest level of customer service in both face to face and telephone encounters with patients, coworkers, supervisors and faculty. Facilitates staff attendance to the learning Academy and ensures customer service standards are met; oversees patient satisfaction, coaches staff in customer service skills and service recovery; provides timely response to and documents patient complaints; performs root cause analysis to make required changes to processes, services and training programs. Is a Patient Advocate; addresses and resolves patient concerns, communicates delays to staff and patients, and, as required, prepares patient discharge letters. Leads the management of and provides oversight of communication with the Volunteer Attending Faculty to ensure the NYPH Clinics are staffed.
Supervision: Provides direct management of 1 Site Manager and 1 Clinical Manager. Indirectly oversees 35 clinical and administrative support staff. Manages all aspects of staffing and human resources including recruitment, screening, hiring, orienting and training, evaluations, disciplinary and termination issues; develops standards of performance and methods for the measurement of these standards; advises staff of these standards and ensures understanding of expectations; maintains personnel records including time and attendance records; uses all human resources systems to manage HR transactions. Is as Staff Advocate; aides staff with patient conflicts, is the resource when escalation is required. Cross covers other practices and subspecialty areas as needed during absences/vacancies; assists Nursing Management with daily supervision and coordination of medical assistants and nurses. Manages and approves payroll and leave schedule. Closely monitors ADP time entry to control and manage overage of staff time, takes corrective action as needed Models high quality customer service, productivity and technical proficiency for staff.
Revenue Cycle: Manages front end revenue cycle functions including registration, insurance verification, referrals, authorizations, charge entry, time of service payments, cash and credit card processing, and other related check in and check out processes to ensure compliance and to meet revenue cycle objectives. Serves as subject matter expert for EPIC Registration/ Scheduling/Billing system. Troubleshoots problems and follows through on issues and problems until resolved; modifies local processes and coordinates resources to minimize/eliminate system and structural issues. Promptly reports discrepancies and irregularities to Department Administration and Revenue Cycle Management and develops and implements corrective action plans. In absence of the Site Supervisor, facilitates faculty and staff training requests. Implements a process to receive reconcile and deliver in‐patient billing documentation.
Supplies: Oversees and controls ordering and inventory at par levels appropriate to meet anticipated demands. Negotiates with vendors to resolve issues, obtain discounts and credits. Introduces new products and processes to control costs and improve efficiency. Identifies non-budgeted expense variance with Dermatology Finance team.
Facilities & Equipment: Coordinates capital projects and renovations for new programs, facilities and equipment. Provides space allocation reports quarterly to the Department Administrator. Ensures practice facilities and equipment are routinely cleaned, maintained and in good working order. Schedules maintenance and coordinates repairs. Works with building staff and management. Manages equipment budgets and equipment maintenance schedules.
Technology: In collaboration with CUIMC IT, implements and administers information systems and related technology to enhance effectiveness of clinical operations and related activities. Monitors the use of EPIC Electronic Medical Record. Ensures staff is trained and using the system efficiently; troubleshoots and resolves system issues for faculty and staff. In absence of the Site Supervisor, facilitates faculty and staff training requests. Recommends computer system and business process enhancements to improve provider and end user efficiency.
Policies, procedure and systems: Liaison to Faculty Practice Organization. Represents practice at meetings, serves on committees and supports new initiatives. Interprets, implements, and enforces policies and procedures. Trains staff on new policies, processes and systems. Ensures staff compliance.
Recommends changes to address issues and improve systems and controls.
Compliance: Stays abreast of regulatory agency standards to ensure compliance with applicable regulatory agencies (e.g., OSHA, JCAHO, DOH, HIPAA, billing compliance, etc.). Investigates and resolves patient, faculty and staff complaints, and documents to the Department's Quality Committee.
Cross covers for other managers and supervisors and performs other duties as needed.
Bachelor's degree required, Master's Degree preferred, preferably in healthcare or finance related field, as well as 5 years of progressively comprehensive responsible experience in large, complex organizations.
Demonstrated competence in clinical operations, revenue cycle management, human resources, data analytics, and quality and process improvement (Lean / Six Sigma training preferred)
Competency with Microsoft Office programs, Vizio, EPIC Electronic Medical Record, Teams
Strong interpersonal and communication skills
Proven ability to quickly identify problems, propose and implement solutions.
Proven ability to manage and build high-performing teams, and develop/ mentor staff.
Strong business acumen, an understanding of healthcare finance, budgets, strategic planning.
Demonstrated ability to partner with and support physicians in a high-volume practice.
(Lean / Six Sigma training preferred)
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 513165
About Columbia University
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