Project Manager – Recruitment and Outreach Coordination – Patient Access Center

Position Summary:
We have an exciting opportunity to join our team as a Project Manager.

In this role, the successful candidate The Project Manager for Recruitment and Outreach Coordination, Patient Access centers, is responsible for leading and overseeing all necessary coordination and administrative tasks that support and advance recruitment efforts related to their specifically-assigned NYU Langone Health (NYULH) Patient Access Center site (currently, Boynton Beach or Las Vegas). This Project Manager will ensure that recruiting requirements are gathered and coordinated across PAC, CBO, RN Inbasket, and NP telehealth teams, broadly (i.e all sites), as well as, when necessary, specific to each of their assigned sites. Furthermore, this Project Manager will play a lead role in documenting and managing agreed to recruiting strategies and plans that consistently drive, maximize, and coordinate recruiting efforts across all parties connected to the Patient Access Centers. This would include working with all parties to set up, coordinate, and confirm all necessary scheduling, procurement or purchasing, event planning, administrative support, and internal resource and personnel assignments, among other projects as assigned.
This project manager will bring significant experience in coordinating and managing aggressive and multi-prong outreach and recruitment campaigns. A focus and history of working with recruiters and recruitment teams, both internal and external, is critical to success, as this role will leverage multiple resources currently in use by NYULH to ensure continued recruiting success, tailored to their specific markets.
This candidate must be able to work independently and execute on specific tasks while also being adept at collaborating with and managing strong, engaged teams from various parts of NYULH that contribute to its recruiting efforts. To successfully support NYULH recruiting efforts, the Project Manager will be expected to understand and learn the local hiring and talent markets so as to provide any and all support necessary to changing local recruitment dynamics. This is all in support of broader NYULH recruitment campaigns.

Job Responsibilities:

• In collaboration with NYULH FGP business and recruiting leaders, coordinate and execute broad and localized recruitment plans, tailored to the growth and ongoing optimization of the Contact Center(s).  
  • Develop and maintain working relationships with NYULH FGP leaders, recruiters, and staff to affect positive results.
• Provide for day-to-day operational management of the Patient Access Center activities; integrating the Patient Access Agreement vision, the NYULH FGP brand, culture, patient focus, and behaviors into every contact and meeting.
• Work in close partnership with the FGP Ambulatory Optimization and Patient Access and Practice Liaison teams to ensure Access Center Agreement and associated responsibilities are appropriately and consistently implemented.
• Develop, implement and maintain effective internal quality processes fostering continuous improvement and exceeding KPI performance
• Plan for and implement enhancements to the Patient Access Center that are sensitive to organizational needs
  • In collaboration with the FGP Patient Access corporate team, identify, organize and document themes and opportunities related to workflow, scripting and template optimization in Salesforce and Epic.
  • Identify such optimization opportunities ensuring consistency and standards across practices and specialties – with the goals of simplifying agent processes, improving the patient experience, and ensuring practice and provider needs are met.
• Maintain strong communication with the Patient Access Center Leadership and management team, ensuring all pertinent information is shared with appropriate members of the Patient Access Center. Plan for and provide on-going feedback from practices, assuring the development of solid quality and training programs.
• Interface with other NYULH FGP leaders, practices, and departments to address organizational needs and perpetuate the desired branded experience for patients.     
• Special projects and other duties as assigned

Minimum Qualifications:

• To qualify you must have a Bachelors Degree plus three years of office management, special projects experience, or an equivalent combination of education and experience.
• Proficient in the use of Microsoft Office including Word, Excel, PowerPoint and Access Database.
• Effective oral, written communication and interpersonal skills required.

Preferred Qualifications:

• Comfort with launching and leading large-scale operations while driving transformation and change management initiatives
• Significant call center leadership experience ideally garnered in a managed care, provider or healthcare services setting
• An entrepreneurial mindset with knowledge and experience in high-growth business environments including ability to roll-up sleeves and dig into the details of the work and drive disruptive innovation
• Ability to quickly gain credibility and establish the required relationships to influence and generate results; you must quickly influence market partners to act and achieve results
• A natural comfort getting into the details of operations to drive execution, along with the ability to quickly pivot between strategy and operations
• Ability to prioritize tasks in a high-volume, multiple-task work environment with a high degree of interdependence
• Strategic thinker with the ability to create vision, develop business plans and manage change throughout the organization
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong analytical skills and ability to interpret call center data and information
• 12+ years of senior leadership experience in a high-volume call center; ideally experience building or rebuilding operations from the ground up
• Ability to travel as needed