Clinic Manager

General Summary/Purpose

Responsible for managing the clinical operations and safety for the division’s Johns Hopkins Outpatient Center. Responsible for the operations and daily supervision of personnel in an outpatient clinic. Responsible for assuring the smooth flow of patients and paperwork, managing the administrative staff, and refining operations to improve patient, family provider and employee satisfaction. This individual reports to the Clinical Services Manager for GIM and the Clinical Director for GIM.

This individaul will proactively assesses and implements appropriate processes to ensure that all facets of clinic practice management are effective. This may include: scheduling efficiency, complete and accurate registration, insurance referral and preauthorization requirements, patient relations and satisfaction, clinical regulatory compliance and program marketing.

Specific Duties & Responsibilities

• Manage day-to-day clinical operations of the division’s two regulated outpatient locations, which includes the JHOC GIM Faculty Practice and the JHOC Resident Medical Clinic. Work with administrative and physician leadership to establish policies and procedures where changes are needed.
• Manage the process for maintaining adequate staff. Secure and coordinate training of employees as needed in conjunction with the clinical trainer or team leaders. Forecast staffing needs and make adjustments as needed. Manage the process for yearly evaluation of staff members.
• Collaborate with Operations Manager and Nurse Manager on clinical operations, process improvement projects, and initiatives directly related to the clinics and primary care metrics.
• Serve as EPIC Super-user for EMR troubleshooting and process change/enhancements for staff and providers.
• Monitor quality and safety measures for practices and maintain knowledge of key metrics. Work with clinic and divisional leadership to identify opportunities and create action plans to improve performance. Regularly report on performance and initiatives to providers and division leadership.
• Monitor Patient Satisfaction for the outpatient clinic practices. Review patient satisfaction reports with Divisional Leadership, and ensure that they are distributed to physicians and staff at each site. Work with sites, as applicable, to develop annual action plans. Provide and/or coordinate service excellence training as needed for clinic sites.
• Monitor operational metrics and develop reports including access, volumes, number of patients served, show rates, provider cancellations, room utilization and other selected metrics to assess outpatient activity by provider. Provide recommendations and action plans to effectively manage the clinics. Work with the Clinical Director and Divisional Leadership to assess practice performance. Identify ways to support the providers in optimizing their clinic sessions. Develop corrective action plans as needed.
• Assist with basic data analysis needs at the direction of manager or clinic leadership. Manage reports in clinic’s EMR to assist with operations and quality of care.
• Serve in a liaison role with the Department’s Central Scheduling to monitor and track appointment scheduling and registration actively, including call volumes, registration audits, and template management.
• Assist the Division Administrator in on-boarding of new providers with the following: Supply orders: Lab coats, Business Cards, Name Plates, EPIC – Setting up Templates, Billing Area, and Scheduling
• Develop, maintain, and update the Division’s Clinic Operations Manual in conjunction with the Department of Medicine operations policy. Ensure that the division’s clinic practices conform to applicable policies and procedures of Johns Hopkins Hospital (JHH) and the Office of Johns Hopkins Physicians (OJHP).
• Ensure that the ambulatory clinic sites comply with the standards or requirements of The Joint Commission, Center of Medicare and Medicaid Services, and other regulatory agencies. Work with the JHH Regulatory Affairs Office, JHHS Compliance Office, JHU CPA, and Office of Billing Quality Assurance as needed to clarify and address requirements
• Serve as a liaison with the Patient Relations Department. Investigate and respond to patient complaints as appropriate.
• Will coordinate the hiring, training, supervision, discipline, and all other related staff performance issues along with division’s human resources representative.
  

Minimum Qualifications(Required)

Bachelor's degree required.

Three (3) years related experience.

Previous 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.* JHU Equivalency Formula: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. *

Preferred Qualifications

Experience working with Epic Cadence/Prelude and Epic Care Ambulatory preferred.

Requires an understanding of changing reimbursement policies and third party reimbursement. Management experience preferred.

Special Knowledge, Skills, and Abilities