Operations Specialist, Access & Patient Experience

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Standard Work Schedule: 9AM-5PM, M-F
• Salary Range: 80,000 - 90,000

Position Summary

The ColumbiaDoctors FPO Operations Specialist works closely with Operations Leadership to provide project, technical, and analytical decision support for programs and projects in support of organizational goals within the domains of operations, access, and quality. This role is highly visible and interfaces with department leadership, managers, staff, and providers in the provision of an efficient, exceptional patient experience.

Responsibilities

Operations

• Research, propose, and develop tools to gauge performance, assess performance against benchmarks, and support the formulation of goals to improve performance.
• Conduct operational assessments to observe process, flow and capacity, and provide analysis and recommendations to senior leadership.
• Prepare ad hoc reports and/or presentations for ColumbiaDoctors stakeholders to understand operational, access, and/or quality challenges or issues; present to Operations, Management, and Administration as needed.
• Under the direction of senior leadership, prepare and disseminate evaluation surveys for assigned projects, initiatives, educational sessions, and business units to source stakeholder feedback on the effectiveness of assignments.
• Monitor, maintain, and support intradepartmental communication channels including but not limited to intranet, website, town halls, listservs, and newsletters for policy guidance to ensure compliance with operations, access, and/or Quality-related policies across the clinical enterprise. Support annual review activities of ColumbiaDoctors policies as assigned.
• Under the direction of senior leadership participate in the educational efforts associated with changes in workflows, new initiatives, new systems, in addition to policy refreshers as needed across the clinical enterprise.
• Completes other assignments or special projects as assigned within the scope of responsibility and training.

Project Management

• Provide administrative support to Project Managers to add value and improve ColumbiaDoctors FPO Operations' ability to support and be a resource to internal stakeholders within the clinical enterprise including but not limited to multispecialty operations, administrative department leadership, and subject matter experts.
• Support practice, access, and quality-related projects and assist with implementation in ColumbiaDoctors locations. Liaise with vendors, as needed, to maintain an efficient, effective relationship. Provide ongoing operational support for programs or initiatives following implementation as needed.

Strategy

• Monitors key performance indicators and implements approved performance improvement initiatives, as needed. Utilizes dashboards and reports to monitor and evaluate performance.
• Supports and mentors staff consistent with the department's strategic plan, to maintain an efficient patient-centered environment.
• Participates as a member of the healthcare team and various interdisciplinary committees to improve patient care and meet patient needs in alignment with Operations strategic objectives.

Compliance

• Keeps current on all organizational, regulatory compliance and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required trainings.
• Serves on committees, task forces, and work groups as assigned.
• Maintain patient privacy and confidentiality according to HIPAA requirements at all times.

Other duties as assigned

Minimum Qualifications

• Bachelor's Degree or combination of education and experience
• A minimum of 3 years of relevant experience
• An equivalent combination of education and experience may be considered.
• Strong organizational skills, time management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.
• 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 deliver high-level communication presentations for management.
• Must demonstrate leadership and relationship management skills, and manage conflicts with tact, sensitivity, and respect.
• Ability to work independently, 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.

Preferred Qualifications

• Prior EMR experience.

Competencies

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 2 - Basic

Communication

Level 2 - Basic

Customer Service & Patient-Centered

Level 3 - Intermediate

Emotional Intelligence

Level 2 - Basic

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 2 - Basic

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Performance Management

Level 2 - Basic

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.