CO Clinic Supervisor

Specific Duties & Responsibilities

• Oversees the day-to-day clinical operations of patient care units for GSS Reproductive Endocrinology & Infertility.
• Responsible for ensuring the clinic delivers excellent service to each patient.
• Works with administration, managers and health care providers to establish and review current practices.
• 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.
• Acts as patient advocate to resolve and diffuse questions and complaints.
• Works with JH Billing Office to resolve 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.
• Coordination of training for PSC, MA and RN staff for GSS REI/IVF Clinic.
• Responsible for hiring, training, supervising, disciplining and developing Patient Service Coordinators.
• Interpreting and communicating operating polices to the Patient Service Coordinators.
• Ensures 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 yearly merit reviews for staff. Addresses problem areas as necessary
• Ensure Patient Service Coordinators compliance training is up to date.
• Analyzes employee satisfaction surveys. Develop improvement initiatives as appropriate.
• Maintains working knowledge of billing, claims processing, and insurance carrier requirements.
• Works with Nurse Manager to ensure compliance with Johns Hopkins guidelines, Environmental Service requirements, and organization standards.
• Works closely with Administration to ensure departmental standards are met, efficiencies created and services coordinated.
• Attends REI/IVF 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, HR, Compliance, HIPAA office, sister clinics.
• On a continuous basis exercise judgment and assumes responsibility for decisions, consequences and results that have an impact on patients and the quality of service delivered by the department.
• Organizes and prioritizes work to meet changing needs.
• Assist Manager in staffing the department areas with adequate coverage.
• The Supervisor will take the initiative on identifying problems and implementing solutions.
• Resolves scheduling conflicts, monitors room utilization, and maintains clinic patient flow.
• Maintain templates in the EPIC system for GSS REI/IVF.
• Conducts patient interviews regarding clinic fees, billing problems, and insurance information. Researches issues relating to billing or charge capture, discusses issues with appropriate staff and takes necessary measures to resolve issues.
• Intervenes, as necessary, on issues relating to patient complaints, health care providers' concerns, and operational issues and takes measures to correct situation or ensures appropriate personnel are involved.
• Prepares and maintains clinic statistics and reports using database or spreadsheet software.

• Monitor GSS REI/ IVF time of service collections and prepares deposits for pick-up.
• Responsible for ordering office supplies, medical equipment, furniture, etc. via SAP for GSS REI/IVF.
• Responsible for travel reimbursement, vendor and invoice payment via SAP for GSS REI.
• Works closely with medical vendors.
• Assist with clinic project coordination.
• Performs other duties as required.
• Provides direct support to Patient Service Coordinator staff as needed. Such support may include:
  + Scheduling appointments
  + Verifying demographic and insurance information
  + Obtaining required authorizations/referrals
  + Answering incoming calls
  + Preparing daily schedules
  + 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
  + Other assistance as needed

Minimum Qualifications:

High School Diploma/GED required.

4 years related experience. Previous lead or supervisory experience required. Requires an understanding of changing reimbursement policies and third party reimbursement.

Additional education may be substituted for years of related experience.

* JHU Equivalency Formula:30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for the required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job. *

Special skills and knowledge:

Requires an understanding of changing reimbursement policies and third party reimbursement.

Previous lead or supervisory experience required.

Comprehensive understanding of medical and insurance terminology.

Technical competence and demonstrated proficiency with medical insurance plans, billing regulations and managed care plans, applicable to outpatient care.

Working knowledge of daily reconciliation and bank deposit processes.

Working knowledge of value based purchasing and meaningful use criteria.

Working knowledge of Employee Engagement.

Working knowledge of Medical Terminology insurance required.

Effectively maintains leadership in a group environment and promotes teamwork.

Demonstrates strong grammar and spelling skills.

Uses clear and concise language.

Requires excellent verbal communications, telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. Ability to demonstrate and convey a favorable image of the organization and to conform to proper standards of professional dress, attitude, and demeanor.

Requires proficiency in PC usage and keyboard.

Ability to perform with accuracy and attention to detail. Excellent time management skills.

Excellent customer service orientation.

Ability to manage multiple work priorities.

Classified Title: Clinic Supervisor
Working Title: CO Clinic Supervisor ​​​​​
Role/Level/Range: ATO 40/E/03/OF
Starting Hourly Pay Rate Range: $41,226-$56,722; Commensurate with experience
Employee group: Full Time
Schedule: Monday - Friday, 8:30 am - 5:00 pm / 37.5 hrs per week
Exempt Status: Exempt
Location: 24-MD:JH at Greenspring Station
Department name: 10002859-SOM OB GYN Reproductive Endocrinology
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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