Assistant Practice Administrator - Upper East Side

Summary of Position

•    The Assistant Practice Administrator provides day to day managerial support and oversight of non-clinical staff, assisting the Practice Administrator to ensure efficiency and stability of medical operations in all areas, inclusive of quality, access and value initiatives.  
•    Facilitates high quality medical office and call center collaboration, ensuring all telephone calls are handled promptly and efficiently; ensures quality assurance and customer service guidelines are consistently achieved.  In the absence of the Practice Administrator, the Assistant Practice Administrator is accountable for the overall operations of the office.

Principal Accountabilities

•    Supervises non-clinical staff to ensure: daily seed money is distributed and oversees cash reconciliation process, accurate daily co-payment collection, including cash, checks and credit card payments; charges and receipts are accounted for and correct; batches for co-pays and other collections are closed out daily; verification of capitation and eligibility of services occurs as needed; timely completion of tasks in work queues, work lists, and in-baskets; and batch scanning is completed daily for any documents that need to be sent to Health Information Management (HIM) or Professional Billing (PB). Ensures appropriate documentation by PSRs.    
•    Conducts regular training and ongoing meetings with CTA staff to provide updates on facility and corporate changes.  Provides a forum for open communication and problem resolution in order to optimize work flow efficiencies.  Reviews and communicates information and potential solutions regarding patient satisfaction, risk, and operating issues to the Practice Administrator and staff.    
•    Provides appropriate training and mentoring to ensure that ACP standards and KPIs are achieved in the scheduling of appointments and facilitation of patient services through telephone, e-mail, and direct patient contact. Ensures schedule optimization and utilization. Monitors appropriate use of appointment cancellation reasons and evaluates and reports the Practice Administrator on identified trends.    
•    Ensures that CTA staffing is appropriate based on patient volume; schedules all CTA staff to ensure coverage consistent with ACP guidelines for the location. Works with the Practice Administrator to authorize double book and over book requests when necessary, ensuring proper staff to provide support. Administers/monitors time and attendance for staff; reviews and approves requests for paid time off.  Processes/reviews payroll to ensure compliance with E-Time policies and procedures; addresses any deviations. Runs and monitors overtime reports to maintain budget. Identifies unfavorable variances in the overtime budget and works with the Practice Administrator to resolve. Staffs appropriately to accommodate ACP’s Advance Care Model; updates and maintains a Table of Organization; ensures the attainment of patient satisfaction scores, working with Practice Administrator and Nurse Manager as needed    
•    Monitors key performance indicators to include but not limited to: Co Pay collections, RONA %, Overall Press Ganey Scores, Increased Self Service Kiosk usage and onLine Scheduling, and Hold Times.  Implements performance improvement initiatives, as needed.  Continuously seeks and implements operational improvements. Leads, supports, and mentors staff consistent with ACP’s strategic plan, in order to maintain an efficient patient-centered environment ensuring accountability, quality patient care, and patient satisfaction.    
•    Identifies and resolves patient-related issues, within guidelines and in a timely and courteous manner. Works with leadership to report, document and log all patient –related issues on the shared ACP drive.    
•    Provides management with accurate and timely reports and maintains logs, reports, and records in compliance with organizational guidelines. Collaborates with credentialing during physician onboarding process; works with Practice Administrator to identify provider office hours, services and clinical hospital appointments; outlines draft of needed office equipment to assist in capital budget process.    
•    Assists in the hiring and general orientation of staff; provides work direction, assigns schedules, and conducts on-the-job training. Monitors and evaluates performance, and recommends personnel actions, such as acknowledgement, commendations and disciplinary actions. Assists in the interpretation of and compliance with Human Resources, ACP and departmental policies and procedures. Ensures employees understand and comply with local, state, federal and regulatory standards, as they apply to respective job functions.    
•    Works within scope to ensure equipment and facilities are safe and clean, and non- medical equipment is operating properly. Initiates non-clinical supply orders and assists in the controlling of operating expenses.    
•    Support the operationalization of ACPNY pilot initiatives that are consistent with the strategic direction of the organization including patient experience, patient outreach and patient retention.      
•    Performs other job-related duties as required.