LANBY OVERVIEW

The Lanby is a wellness-forward, hospitality-led primary care membership for patients who simply want more. We take an expansive approach to primary care - one that's integrative, customized, and above all, patient-centric.

Our membership is designed to cover the three pillars of the patient journey: medicine, wellness, and ongoing care management. The monthly membership includes unlimited visits & chat, a personalized care plan, expedited access to trusted referrals, on site lab work, programming, and more.

With a sophisticated club space inspired by NYC’s coveted hospitality scene, along with five-star service that caters to the patient at every touchpoint, The Lanby is reimagining concierge medicine for the modern generation.

ROLE OVERVIEW

The Office Manager is a unique role at the intersection of clinical operations and customer experience. It is ideal for a candidate seeking an innovative, patient-facing role in a new healthcare startup. The OM is primarily dedicated to managing the day to day operations of running the NYC practice while working with other departments (both clinical and corporate) to ensure a delightful member experience. The position is an exciting opportunity for anyone eager to make an impact on care delivery. We’re looking for an independent self-starter with a passion for organization and detail.

YOU WILL

As the front-of-house, responsibilities include but are not limited to:

• Greet and welcome patients, making them feel comfortable and remembered upon arrival.
• Oversee daily operations at the front desk, ensuring smooth workflow and efficient patient check-in/check-out procedures. Maintain a tidy and organized reception area.
• Offer exceptional customer service by answering inquiries, addressing concerns, and ensuring prompt and accurate responses to member queries regarding registration, billing and membership.
• Handle billing tasks, including member billing through Stripe, insurance billing through Athena (EHR system); reconcile financial records for accuracy and follow up with patients directly as needed on outstanding payments.
• Oversee the appointment and team calendar to avoid scheduling conflicts or visit wait times.
• Maintain accurate patient records in our EHR system; retrieve and consolidate records from external practices to house complete records of patient’s care.
• Participate in daily clinical huddles to ensure patient flow is smooth and providers are in sync.
• Serve as the primary point of contact for incoming calls, emails, and faxes, directing them to the appropriate staff members, as needed.
• Manage patient registration, including insurance verification and completion of consent forms.
• Maintain inventory of office supplies and member F&B, ensuring timely reordering when necessary.
• Coordinate with external vendors, service providers, and suppliers for office maintenance, repairs, and other related needs.
• Ensure compliance with relevant healthcare regulations, privacy laws, and security standards. Work with Medical Assistant to ensure we are always up to OSHA-standard.
• Serve as HIPAA privacy officer. Maintain and update office systems and technology, including computer systems, software, and equipment in accordance with HIPAA.
• Assist with the development, implementation, and maintenance of office policies and procedures.
• Provide tours of the space for new and prospective members.
• Support patients in navigating insurance as it relates to lab coverage, deductibles, pre-authorizations, and specialist referrals.
• Oversee CME credits, licensing and credentialing process for providers.
• Provide support to the medical director and other staff members as needed, especially as it relates to Athena troubleshooting and issues with member/provider app.

YOU ARE

• Passionate about delivering hospitality-forward care
• A personable and effective communicator, written and verbal
• Detail-oriented and obsessed with closing loops, ensuring accuracy in scheduling-related tasks, and records management.
• Effective at managing and prioritizing multiple responsibilities
• A curious problem-solver that enjoys taking on new challenges
• Ability to maintain confidentiality and handle sensitive information with professionalism and integrity.
• Patience and adaptability to handle unexpected situations and reprioritize.
• Proactive problem-solving abilities, taking ownership of challenges and seeking solutions.
• Positive attitude, strong work ethic, and ability to work independently as well as part of a team.
• Motivated to go the extra mile to surprise and delight members
• Eager to take part in a forward-thinking, fast-paced start up culture

QUALIFICATIONS

• Bachelor’s degree; additional education or certifications in office management, healthcare administration, or related fields is a plus.
• Proven experience as an office manager or in a similar administrative role, preferably in a healthcare or concierge practice setting.
• Proficient in using office software and technology, including Google Office Suite and electronic health record systems (Athena preferred).
• Full time in-person in NYC