Associate Vice President of Operations (House Calls) (New York)

Overview

At Essen Health Care, we care for that!

As the largest privately held multispecialty medical group in the Bronx, we provide high-quality, compassionate, and accessible medical care to some of the most vulnerable and under-served residents of New York State. Guided by a Population Health model of care, Essen has five integrated clinical divisions offering urgent care, primary care, and specialty services, as well as nursing home staffing and care management. Founded in 1999, our over 20-year commitment has fueled an unwavering dedication toward innovating a better healthcare delivery system. Essen has expanded from a single primary care office to an umbrella organization offering specialties from women’s health to endocrinology, from psychiatry to a vast array of other specialties. All clinical services are offered via telehealth or in-person at over 35 medical offices and at home through the Essen House Calls program.

Essen Health Care is the place Where Care Comes Together! We are looking for the most talented and effective individuals to join our rapidly growing company. With over 1,100 employees and 400+ Practitioners, we care for over 250,000 patients annually in New York City and beyond. From medical providers to administration & operational staff, there is a career here for you. Join our team today!

Job Summary

Essen House Calls provides in-home primary and specialty care in the New York Metro area. We are looking for the most talented and effective individuals to join our rapidly growing company. From medical providers to administration & operational staff, there is a career here for you. Join our team today!

The Assistant Vice President of Operations at House Calls is responsible for overseeing and optimizing the day-to-day operations of House Calls office operations, with a primary focus on scheduling, front desk management, and overall patient experience. This leadership role requires a dynamic, results-oriented professional who can effectively manage operational efficiencies while ensuring a seamless and positive patient experience. The AVP of Operations will lead a team, implement best practices, and work closely with medical and administrative staff to drive the success of our operations.

Responsibilities

1. Scheduling Management:

   • Oversee and optimize patient appointment scheduling to ensure maximum provider efficiency and high levels of patient access.

   • Collaborate with clinical leaders to adjust scheduling as needed based on patient volume and clinical priorities.

   • Develop and implement systems for appointment reminders, cancellations, and rescheduling to reduce no-shows and improve operational flow.

2. Front Desk Operations:

   • Supervise front desk operations to ensure efficient office flow.

   • Lead, mentor, and train front desk staff, ensuring they adhere to high standards of customer service, professionalism, and accuracy in patient data management.

3. Staff Leadership & Development:

   • Lead, manage, and develop the front desk and scheduling teams, ensuring they are trained in company policies, patient service excellence, and operational efficiency.

   • Conduct performance reviews, provide feedback, and create professional development opportunities for team members.

   • Ensure staff compliance with health regulations, privacy laws, and other industry standards.

4. Operational Efficiency & Process Improvement:

   • Identify areas for process improvement in scheduling and front desk functions and implement strategic changes to optimize workflows and reduce bottlenecks.

   • Utilize data and analytics to measure performance, track key operational metrics, and implement corrective actions as needed.

   • Collaborate with senior leadership to develop strategies aimed at improving patient throughput, provider productivity, and service quality.

5. Patient Experience:

   • Foster a culture of compassion, respect, and customer service excellence among front-line staff.

   • Address patient concerns, complaints, and suggestions, ensuring issues are resolved promptly and professionally.

6. Compliance and Regulatory Oversight:

   • Ensure all scheduling and front desk operations comply with relevant healthcare regulations and privacy laws (HIPAA, etc.).

   • Oversee patient data management protocols, ensuring confidentiality and security of sensitive information.

Qualifications

• Education: Bachelor’s degree in Healthcare Administration, Business Administration, or related field. Master’s degree preferred.

• Experience: 5+ years of experience in healthcare operations management, with a strong background in scheduling, front desk operations, and patient services.

• Leadership: Proven experience managing and developing teams, with the ability to motivate staff and drive performance.

• Skills:

  • Strong organizational, communication, and problem-solving skills.

  • Proficiency in healthcare management software and electronic medical records (EMR) systems.

  • Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

  • Excellent analytical and data interpretation, and management skills.

  • Knowledge of healthcare regulations, HIPAA, and patient privacy laws.

Salary: $100,000-$120,000

Equal Opportunity Employer

Essen Health Care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.