Ambulatory Support Services Manager

The Department of Physical Medicine and Rehabilitation is seeking an Ambulatory Support Services Manager (ASM) who will report to the Assistant Administrator of Physical Medicine and Rehabilitation and will be responsible for the improvement of outpatient clinical operations for the Department, including new program development, improvement of existing programs and processes, and development of balanced scorecards to monitor performance of clinical operations at the Johns Hopkins Hospital Medical Campus and Bayview Medical Center.

This role is involved with daily oversight of the operation with clinical supervisors to include: budget management such as increase in revenue and reduction in operating expenses, the hiring, supervision, staffing, evaluation and discipline of assigned staff. Must work effectively with providers and other staff to develop and implement common priorities and goals related to providing optimal customer service, maximizing operational efficiency, assuring financial viability and rendering high quality health care services. Demonstrate through leadership example, visible organizational support and a positive attitude to create a positive work environment and enhance provider and staff morale.

This role is responsible for fostering a positive relationship with the local community served by the health center. Within scope of this position, the outpatient ambulatory clinical operations of the Department will consist of clinics located at the Johns Hopkins Hospital, JHOC and Meyer 1 & 2, Johns Hopkins Bayview Medical Center. The ASM proactively assesses and implements appropriate processes to ensure that all facets of clinic practice management are effectively addressed. This may include: scheduling efficiency, complete and accurate registration, insurance referral and preauthorization requirements, patient relations and satisfaction, clinical regulatory compliance, and program marketing.

The ASM will work with the Department’s Human Resource Business Partner and the Clinic Supervisors to recruit, hire, train, supervise, and evaluate clinical, administrative and office support staff. The ability to work in a team environment is essential to this position.

Specific Duties & Responsibilities:

• Responsible for the day-to-day clinical and programmatic operations of the Department located at the Johns Hopkins Hospital and Bayview Medical center.
• Assures that the clinics are appropriately staffed to meet operational needs.
• Collaborates with administrative, physician and therapy leadership to establish policies and procedures where changes are needed.
• Conduct monthly staff meetings.
• Interfaces with the Department’s Access Services Supervisor to monitor and track appointment scheduling and registration actively, including call volumes, registration audits, and template management.
• Responsible for establishing and implementing an efficient work flow of patients and paperwork, managing the clinical administrative staff, refining operations to improve patient, family, provider and employee satisfaction.
• Seek to streamline and improve current business practices by partnering with Assistant Administrator, Access Services, and other Departmental Administration.
• Develops appropriate workflows to ensure maximum output and accuracy.
• Resolves scheduling conflicts and monitors room utilization.
• Maintains regular communication and follow-up with program and department contacts regarding pending insurance, coverage and other payment-related matters.
• Performs weekly quality assurance audits of work to ensure accuracy.
• Communicates regular updates to key stakeholders.
• Work with the Clinical Directors and Department Leadership to assess practice performance. Identify ways to support the providers in optimizing their clinic sessions.
• Develop corrective action plans as needed.
• Participate in the implementation of system capabilities to support registration, scheduling, billing, medical records, and communication to referring physicians.
• Coordinate hiring, training, supervision, discipline, and all other related staff performance issues along with the department’s human resources representative.
• Collaborate with PM&R HR Business Partner to prepare job descriptions for posting/recruitment, annual merit increases/salary adjustments, and other HR issues.
• Monitor Patient Satisfaction for the outpatient clinic practices and review reports with Department Leadership.
• Work with sites, as applicable, to develop annual action plans
• Manages patient complaints from a scheduling and clinical operations perspective, investigating all perspectives of situations and providing formal feedback to the Administrator.
• Implements corrective actions, as indicated, to ensure that the problems are not replicated.
• Ensure that staff and/or providers are informed of appropriate future actions.
• Coordinates as needed with Patient Relations.
• Ensure that all personnel and faculty have fulfilled requirements set forth by external regulatory agencies or internal regulatory bodies (e.g. systems training, risk management).
• Provides monthly ambulatory clinic practice reports, by site, provider and sub-specialty, to Departmental Leadership.
• Reports to include access, volumes, show rates, provider cancellations and other selected metrics to assess outpatient activity by provider compared to prior fiscal year.
• Develop, maintain, and update the Department’s Clinic Operations policies and procedures.
• Ensure that the Department’s clinic practices conform to applicable policies and procedures of Johns Hopkins Hospital (JHH) and Johns Hopkins University Clinical Practice Association (CPA).
• Ensure clinic sites understand and comply with the standards or requirements of The Joint Commission, Center for 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.
• Attends JHM Practice Management Meetings each month.
• Participates in other JHM work groups and/or committees as related to clinic operations.
• Approve vacation and sick requests and coordinate vacation schedules with Supervisors.
• Ensure compliance with HR issues, i.e. E210 Compliance, Effort Reporting, Weather Emergency Responsibilities, and Annual Training to include Compliance, HIPPA and other certifications as determined by job role.
• Works collaboratively with the Assistant Administrator and other Department representatives of PM&R to coordinate operational and administrative issues related to business planning, financial analysis, revenue enhancement activities, and multidisciplinary clinical activities.
• Ensures that goals and plans are disseminated to and understood by staff via in services, planning retreats, training, correspondence, etc.
• Knows the informal and formal department goals, standards, policies and procedures which may include familiarity of other departments within the school. Is sensitive to the interrelationship of both people and functions within the Department.
• Perform miscellaneous related duties as assigned.

Minimum Qualifications (Mandatory):

• Bachelor’s Degree in Business Administration or Health Care Management or related discipline.
• Four years of related experience required.
• Candidate should be able to demonstrate a record of increasing job responsibility linked to the accomplishments in health care management.
• Mature judgment, strong communication skills, and demonstrated leadership ability are also prerequisites for this position.

* Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

**Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications:

• Master’s prepared candidate strongly preferred.

Special Knowledge, Skills & Abilities:

• Must possess a strong personal and professional commitment to quality patient care and service excellence.

Physical Requirements:

Ability to stand, walk or sit for an extended period of time. Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard. Ability to see within normal parameters. Ability to see within normal parameters. Ability to hear within normal range. Ability to lift 15 pounds.

Supervisory Responsibility:

• Clinical Supervisor
• Clinic Coordinator
• PSC/CMA (2-3)
• Medical Office Coordinators (4+)
• Clinical Program Coordinators (4+)

Classified Title: Ambulatory Services Manager
Role/Level/Range: ATP/04/PC
Starting Salary Range: Commensurate with experience
Employee group: Full Time
Schedule: Monday-Friday 8:30am-5:00pm
Exempt Status: Exempt
Location: School of Medicine Campus
Department name: SOM PMR General Administration
Personnel area: Johns Hopkins Hospital

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 Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

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.

Note: Job Postings are updated daily and remain online until filled.

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