CO Clinic Manager

General summary/purpose:

The Clinic Manager oversees all clinic staff, both administrative and clinical in a fast paced , Residency based, multi-specialty outpatient clinical practice. Including, but not limited to Patient Service Coordinators, Surgical Scheduling Coordinators, Medical Office Coordinators, and ophthalmic technicians and scribes. He/She will also manage all administrative and clinical aspects of the patient encounter to promote safety, efficiency and excellent customer service.

Specific duties & responsibilities:

• Responsible for ensuring the clinic delivers excellent service to each patient.
• Constantly monitors patient flow and acts to implement, measure and adjust improvement initiatives.
• Reviews patient satisfaction survey results. Develops and implements interventions to impact scores.
• Leads efforts to coordinate care between divisions, departments and satellite offices to ensure seamless service for patients.
• Acts as patient advocate to resolve and diffuse questions and complaints.
• Works with Wilmer Billing Office to resolve complex billing issues for patients.
• Oversees all aspects of daily clinic operations including registration process, phone services, insurance verification, and collection of copays and time of service payments.
• Responsible for hiring, training, supervising, disciplining and developing Patient Service Coordinators, Medical Office Coordinators, ophthalmic technicians and other administrative and clinical personnel.
• Ensure staff members are fully familiar with work expectations and have all necessary tools and resources to achieve success in their positions.
• Monitors staff members’ daily work performance and conducts merit reviews for staff with input from Medical Director and faculty.
• Conducts regular meetings to ensure all personnel are appropriately informed and updated about clinic policies and objectives.
• Analyzes reports employee satisfaction surveys. Develop improvement initiatives as appropriate.
• Orients new physician / residents to clinic processes.
• Maintain close oversight of scheduling and template management to minimize gaps in physician schedules.
• In collaboration with the Residency Coordinator, manages all clinical schedules and 15 resident rotation schedules within New Innovations softwear according to the guidelines of the Wilmer Education Committee
• Allocates clinic resources (technicians, exam rooms, supplies, etc.) for all providers to achieve maximum utilization of clinic resources
• Continuously assesses problem areas, and recommends/participates/provides training and/or provides detailed instruction/policy on improved methods for all areas of clinical operations
• Manages office inventory and ordering. Runs and monitors regular reports on clinic expenses to ensure office spending is consistent with budgetary expectations.
• Maintains working knowledge of billing, claims processing, and insurance carrier requirements.
• Attends Wilmer departmental meetings, serves on assigned committees and communicates and implements policies and procedures from those activities.
• Interfaces with internal and external partners including IT, Legal, JHCP, HR, Compliance, Regulatory Affairs, HIPAA office, sister clinics.
• Works with Wilmer development and marketing to promote clinical services.

Secondary: Provides direct support to registration staff as needed. Such support may include:

• Scheduling appointments
• Registering patients, verifying demographic and insurance information
• Obtaining required authorizations/referrals
• Answering incoming calls
• Informing patients about relevant charges
• Collecting and reconciling copay and other time of service payments
• Guiding patients to appropriate resources for further information or assistance

*** This position is located in Baltimore, MD ****

Minimum Qualifications (mandatory):

• Bachelor's degree and three years related experience required.
• Supervisory experience required.
• Requires an understanding of changing reimbursement policies and third party reimbursement.
• Additional education may be substituted for years of related experience. Additional experience may be substituted for years of education.

Preferred Qualifications:

• Master’s Degree in Business Administration or Heath Care Management.
• Knowledge of medical insurance and medical terminology is strongly preferred.

Special knowledge, skills, and abilities:

• Exhibits expert oral and written communication skills.
• Handles difficult situations with tact and diplomacy.
• Serves as a model for exemplary customer service.
• Must have the ability to build effective professional relationships with faculty, patients, and staff.
• Must possess problem solving and organizational skills as well as a strong personal and professional commitment to quality patient care and service excellence.

Supervisory responsibility:

Patient Service Coordinators, Surgery Scheduler, Ophthalmic Technicians, MOC and other office administrative or clinical personnel.

Classified Title: Clinic Manager
Working Title: CO Clinic Manager ​​​​​
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $46,987-$64,657(commensurate with experience)
Employee group: Full Time
Schedule: Mon-Fri 8:30-5
Exempt Status: Exempt
Location: 04-MD:School of Medicine Campus
Department name: 10003002-SOM Oph Residency Service
Personnel area: School of Medicine

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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