Job Description

Title: Practice Management Specialist, FDTC

Location: Midtown

Org Unit: FDTC Access Center

Work Days:

Weekly Hours: 35.00

Exemption Status: Exempt

Salary Range: $76,300.00 - $85,000.00

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

Acts as the primary point of contact between practice staff and the Contact Center and obtain regular feedback from the departments and physician practices, disseminates information and communications, identifies potential solution and develops relationships.

Job Responsibilities

• Acts as a contact center representative to clinical departments for the operations management leader. Builds and manages relationships with community business leaders including being the point of contact for any issues they’re experiencing.
• Serves as a liaison of the contact center to communicate with assigned customer contacts, business, and clinical leaders in the community. Obtains regular feedback from the departments and physician practice within assigned sphere.
• Completes continuous training to keep up with new features or changes to the Contact Center to help educate customer contacts. Oversees the integration of new services and expansion of existing services in partnership with the Operations leadership.
• Assesses satisfaction and extracts key business needs/issues to address risk. Identify resources and develop and execute plans to address gaps.
• Works to ensure Service Catalog and Knowledge Library is representative of the work done by the contact center and that existing documentation is updated appropriately. Ensures that it is reflective of any new and/or expanded services.
• Applies excellent project and client management skills to minimize practice onboarding time and provides transparency around processes. Collects feedback from practice stakeholders to assess and optimize the practice onboarding process.
• Develops and implements status reporting for leadership visibility into service intake and practice onboarding progress. Collaborates with existing community population infrastructure (i.e. marketing, community and population health).
• Responsible for collecting and disseminating customer feedback from assigned customer contacts to the appropriate parties to assist in improving performance.
• Responsible for researching issues and proposing potential solutions that align with FDTC guiding principles, and resolve the issue for both contact center and practice stakeholders. Responsible for documenting changes and key decisions.
• Responsible for supporting the build and updating of Booking Guidelines.
• Responsible for coordinating with the Clinical Content Manager to identify and surface any potential template optimization issues with departments. Presents reports and data to key practice and department counterparts regarding contact center performance.
• Performs other duties as assigned.

Education

• Bachelor's Degree in related field

Experience

4 years of experience in customer-facing roles is required

Prior experience in practice management preferred

Previous experience working in account management, relationship building, or communications is preferred

Knowledge, Skills and Abilities

• Able to work and communicate effectively with customers’ technical and non-technical representatives and ability to interact positively, constructively and effectively with professional staff, providers and organizational stakeholders.
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues, collaborative problem solving in complex, and interdisciplinary settings.
• Excellent interpersonal, organizational, verbal, and written communication skills.
• Demonstrated proficiency and/or understanding of project management including executing technical and operational project activities with cross-functional teams.
• Motivated with exceptional work ethic
• A passion for customer satisfaction and belief in accountability, teamwork, collaboration, adaptability, and initiative

Licenses and Certifications

Working Conditions/Physical Demands

Ability to work in surroundings with degree of dust, noise, odors, etc. without undue discomfort.

Ability to hear, talk, walk, stand, bend and stretch.

Ability to read, write and interpret documents.

Ability to sit for long periods of time at desk to perform job functions.

Normal routine involves no exposure to blood, body fluid or tissue. Incumbents are not called upon to perform or assist in emergency care or first aid.

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “any person, any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA). We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.