HERC: Metro New York & Southern Connecticut Template Team Manager in New York, New York
Employer Name: Columbia University
Job Type: Officer of Administration Regular/Temporary: Regular Hours Per Week: 35 Position Summary Reporting to the Assistant Director of System Operations, the Template Team Manager will support ColumbiaDoctors? goal of improving access by overseeing the monitoring, development, and maintenance of provider schedule templates. The manager will be responsible for managing a team of Template Analysts charged with building schedules for optimal capacity according to organizational standards. The Manager will collaborate with Patient Access and Operations leadership as well as physicians and practices to optimize ambulatory access. Responsibilities Essential Duties Review scheduling and patient experience data to ensure that templates are adapted to meet the needs of patients and operations. Provide in-depth support and education to practices to improve template build, scheduling, and practice management with ongoing quality assurance and checkpoints on progress. Use data to understand areas for improvement in access at assigned sites and departments and implement different strategies to improve access based on these data. Work closely with operational and clinical leads to ensure the successful implementation of any changes to templates, schedules or workflows related to access. Work closely with Epic Application teams to communicate required EHR changes to facilitate access for patients. Applies broad and comprehensive knowledge of policies and patient access workflow to improve effectiveness and optimization. Stays abreast of industry trends and best practices. Offers guidance and identifies opportunities to optimize capacity according to guidelines and standards. Establishes and implements enterprise-wide template standards and guidelines. Ensures change management plan and other communication support are in place to support successful adoption. Conducts periodic specialty-wide template reviews with operations managers and leaders in the clinical practices to ensure templates match demand and minimize barriers to scheduling. Works collaboratively with clinic operations, scheduling call centers, and IT to ensure effective template design. Performs all other duties as assigned within the scope of practice and/or training. Strategy & Project Management Monitors key performance indicators and implements performance improvement initiatives, as needed. Implements strategies that support service level standards and an exceptional client experience. Develops and maintains a productive and collaborative relationship with departmental and clinical management, representatives, vendors, and other key partners, working to maintain service standards. Implements change management strategies that support organizational goals and process improvement initiatives. Maximize employee adoption and measure effectiveness. Ensure communication of changes is cascaded throughout the unit and feedback channels are in place. Participates in patient satisfaction initiatives, ensuring that efforts support an elevated patient experience. Leads and/or participates in assigned projects and initiatives. Utilizes tools and reporting mechanisms to track progress and ensure timely communication of issues and status. Conducts research and gap analysis as needed. Engages staff to support as needed. People Direct oversight of staff including recruiting and human resource management. Ensures approved HR strategy is implemented and adhered to. Ensures staff productivity benchmarks and quality measures are achieved. Develops remediation plans as needed. Monitor unit metrics and goals to measure the effectiveness of retention strategies. Actively promotes team-building, staff development, and participation for employees to provide continuous delivery of high-value, customer-oriented services and solutions. Promotes staff professionalism and performance with coaching, training, and feedback. Mentors staff in individual and team accountability, modeling behavior, and demonstrating best practices/techniques. Demonstrates self-development and keeps current on a variety of industry topics. Establishes a culture of coaching and mentoring to facilitate continuous professional development and maintain an efficient patient-centered environment ensuring accountability, quality patient care, and patient satisfaction. Identifies and mitigates any roadblocks to performance, and evaluates the effectiveness of development. Works with HR to develop remediation/action plans. Other Ensures compliance with all regulatory agencies, departmental, Service Corp, and organization policies and procedures for all staff. Keeps current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and ensures that all staff has successfully completed all required trainings. Minimum Qualifications Bachelor's Degree or combination of education and experience. A minimum of 4 years of related experience including two years of supervisory experience. An equivalent combination of education and experience may be considered. Epic Cadence Certification ? must be certified or obtain certification within one year from the date of hire . Demonstrated proficiency or understanding of building and maintaining Epic schedules. Demonstrated proficiency in project management skills including planning and executing technical and operational project activities with cross-functional teams. Demonstrated proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility. Excellent organization and analytical skills, attention to detail, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required. The candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely. Demonstrated strong proficiency in problem assessment, resolution, and collaborative problem-solving in complex, and interdisciplinary settings. Ability to communicate effectively in both oral and written form. This position requires the ability to interact positively, constructively, and effectively with professional staff, providers, and organizational stakeholders. Must be able to create and deliver high-level communication presentations for senior leadership and other organizational stakeholders. Ability to lead and mentor team through new and changing situations. Demonstrate a professional and compassionate manner while conveying a positive image of the department. Ability to work independently and follow through and handle multiple tasks simultaneously. Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations. Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs. Must be a motivated individual with a positive mindset and exceptional work ethic. Must successfully complete systems training requirements Pre ferred Qualifications Bachelor?s degree in informatics, information systems, business, public health, health administration, or a related field is preferred. Prior experience in user testing with IT systems. Other Requirements Patient Facing Competencies Minimum Proficiency Level Accountability & Self-Management Level 3 - Intermediate Adaptability to Change & Learning Agility Level 3 - Intermediate Communication Level 3 - Intermediate Customer Service & Patient Centered Level 3 - Intermediate Emotional Intelligence Level 3 - Intermediate Problem Solving & Decision Making Level 3 - Intermediate Productivity & Time Management Level 3 - Intermediate Teamwork & Collaboration Level 3 - Intermediate Quality, Patient & Workplace Safety Level 3 - Intermediate Leadership Competencies Minimum Proficiency Level Business Acumen & Vision Driver Level 1 -Introductory Performance Management Level 2 - Basic Innovation & Organizational Development Level 1 -Introductory Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents.