CO Clinical Operations Manager

Howard County General Hospital- SOM is seeking aCO Clinical Operations Managerto assist and guide the clinical operating activities for the Department on the Howard County General Hospital Campus. This position provides high-level leadership and management of the operational and administrative activities to advance the Department's clinical and education mission. They will be responsible for the operations and daily supervision of personnel in the Howard County ED and Howard County outpatient clinic. This position functions as a manager of clinical business operations and an internal consultant in areas including coding, billing, and reimbursement, including third-party and other compliance best clinical practices. The Clinical Operations Manager is responsible for assuring the smooth flow of patients in clinical settings and refining operations to improve patient, family, provider, and employee satisfaction. They will function as an advisor to the Chair, Assistant Administrator, and Clinical Faculty in tactical planning for the Department's clinical operations and serves as the Department's representative on appropriate clinical operation committees and internal/external work groups. This position manages the clinical support staff, clinical facilities, and clinical equipment resources of the department in the process of enabling the delivery of the highest quality of clinical care. They will oversee and direct hospital and physician clinical operations, as well as the implementation of major projects and programs as assigned by the Chair and Assistant Administrator.

Specific Duties & Responsibilities

Administrative & Operation Leadership 50%

• Works in partnership with Chair and Assistant Administrator to provide administrative oversight to clinical operations.
• Works with Assistant Administrator and Chair to develop, communicate, manage, and develop policies and procedures for the clinical operations of the department.
• Oversees the implementation and monitoring of clinical services, and sets guidelines for effective, efficient, and patient-centered clinical operations. Develops new clinical policies and procedures, as needed, to ensure smooth clinical operations. Makes recommendations to the Assistant Administrator and Chair in the form of decision options.
• Creates and maintains an environment that promotes the safest possible standards, methods, and operations to assure the safety of our patients, clinical providers, and clinical support staff.
• Identifies, studies, and recommends solutions for clinical service problems.
• Ensures clinical space and clinical equipment inventories are maintained in compliance with SOM, JHHS, and governmental guidelines. Identifies opportunities to improve existing space utilization, and provides justification for additional space to the department, SOM, and JHHS.
• Manages the process for ensuring the required resources are available for clinical operations including, but not limited to, managing the process for ordering clinical supplies, establishing inventory management, and appropriate par levels.
• Works with appropriate groups and individuals to examine Joint Commission or other regulatory requirements, and develop implementation plans for incorporation into the clinical practice.
• Oversees and directs the implementation of major projects, programs, and operational initiatives/changes as assigned by the Chair and Assistant Administrator. Develops comprehensive plans for operational flow patterns, workflow, and controls, ensuring consistency across the practice. Establishes proper monitoring measures.
• Maintains a consultative relationship with Chair and Assistant Administrator for strategic planning and operational matters.
• Manages the process for maintaining adequate staffing to support clinical operations. Forecasts staff needed by new physicians and additional clinical offices while managing the process for review of overtime to improve staffing utilization and clinical operations.
• Coordinates communication and organization among key stakeholders in relation to clinical practice activities that interface with departmental operations.
• Attends daily meetings (Daily Clinical Operations Brief, Discharge Huddle, Real-Time Resources Planning Meeting (RTR)) with HCGH Leadership to report on the status of ED Consult Service. This includes a rotating schedule for holidays and weekends with the Assistant Administrator.
• Works with Chair and Assistant Administrator to plan and organize operational and communication systems for the department. Routinely holds meetings and organizes project teams for the clarification of issues, communication of guidelines and information, problem-solving, and team development.
• Set standards for the daily productivity of clinical and clinical support staff (social workers, psychologists, medical office coordinators)
• Works with Chair and Assistant Administrator to identify, develop and oversee implementation of operation-wide systems that further automate or enhance patient and revenue flow.
• Develops the annual day, night, and weekend call schedule for psychiatry at Howard County General Hospital.
• Manages weekly schedule to ensure appropriate coverage for ED consult service.
• Monitors and calculates clinical faculty and staff time away every year through Qgenda.
• Leads the department's QGendas efforts for clinical faculty, fellow, and resident call and inpatient service schedules for Howard County General Hospital. Updating the HAL line, hospital administrators, and clinical providers as necessary.
• Orients clinical operation and clinical support staff employees to understand the differences in their roles. Responsible for the continuous training and education of department clinical support staff.
• Performs data collection, review, analysis, and reporting for all clinical practice business operations including monthly quarterly, and annual statistics on patient visits and inpatient, consult, and ED volume, payer mix, collection ratios, charges and revenue, accounts receivables and follow-up, and other items as required or requested.
• Manages, supports, and monitors the development and implementation of all relevant clinical policies at the Department level, specifically those addressing customer service, productivity, patient scheduling and registration, template, forms, and standardization of all internal workflow and business practices, in order to optimize collections, and address the needs of all stakeholders including patients, physicians, and staff.
• Ensures compliance with all OJHP CPA clinical standards.
• Updates OSHA manual and performs yearly OSHA training for staff working in clinical settings.
• Responds to Heroes, which are patient safety reports.
• Monitors and updates the department's business continuity plan for clinical operations.
• Participate in the annual development and management of the department's operating budget with the Assistant Administrator.
• Approve all clinical support staff leaves and overtime. Oversees and maintains compliance with the web-based time and attendance system (E210 and KRONOS).
• Responsible for the installation, training, and testing of clinical IT programs as required by Johns Hopkins Medicine.
• Serves as the Department Epic Super User and functions as ambulatory Epic liaison for faculty and staff to ensure optimal clinical operations. Oversees Epic-related upgrades and rollouts.

Program Planning & Development 30%

• Develops and participates in the analysis and evaluation of strategic business plans, feasibility studies, market assessment, marketing plans, data gathering, implementation plans, and presentation of written reports on prospective and existing clinical and research programs. Formulates tactical business plans in conjunction with administrative leaders in the SOM, JHHS, and other affiliated institutions.
• Works with the Department of Strategic Planning & Marketing (and other marketing resources as needed) to:
• Initiate, develop, and implement marketing plans for clinical services.
• Identify new marketing opportunities compatible with the direction of Johns Hopkins Medicine.
• Oversee website content management, maintenance, and future development enhancements.
• Assess volume growth and opportunities for the annual budgeting process.
• Assists the Chair and the Administrator in strategic planning, and special projects.
• Works with the Chair and Assistant Administrator to coordinate department faculty searches.
• Represents Psychiatry's interests when serving on assigned CPA/University and/or hospital committees.

External Relationship Management 10%

• Manages departmental operations to ensure patient-centered activities and maximize patient satisfaction scores.
• Utilizes patient satisfaction data to identify opportunities for improvement in departmental workflow.
• Develops strategies to improve patient satisfaction and enhance the patient experience in areas operationally managed by the Department. Establishes targets for patient satisfaction, and engages faculty and staff to improve.
• Oversees responses to patient complaints and ensures prompt resolution of their concerns, in accordance with institutional policies.
• Partners with affiliated facilities in areas of access and program development, clinical collaboration, and network development.

Internal Relationship Management 10%

• Builds strong collaboration with the Chair and Assistant Administrator to ensure department clinical goals are met. Proactively identifies clinical faculty concerns and issues, and partners with Chair and Assistant Administrator for appropriate resolution.
• Regularly meets with SOM clinical support staff employees to improve communication and build productive relationships.
• Continuously communicates to clinical support staff the importance of the patient experience, quality of care, and sound financial performance; and champions successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
• Establishes communication channels with clinical support staff and clinical faculty to ensure that they receive information on internal and external issues which affect the clinical operations of their assigned areas, as well as provide advice, assistance, information, and service that aids them in attaining related objectives.
• Works with appropriate personnel and/or organizations to ensure that teams and individuals have the clinical, information, and organizational tools to serve our patients and customers effectively and efficiently.

Supervision of Others

• Directs the activities of the clinical support staff of the department's clinical practice. Oversees individual employee development, safety, and training; and conducts performance appraisals for clinical support staff.

Special Knowledge, Skills, & Abilities

• Keen understanding of and experience with integrated academic health care systems and in clinical practice management.
• Conduct yourself in an exemplary fashion to achieve goals and set an example for others within the Institute.
• Exude Johns Hopkins core values of Integrity, Excellence, Collaboration, Innovation, Respect, and Diversity. Fluency to master complex issues swiftly and the ability to explain the dimensions and the solutions articulately to decision-makers and staff.
• High energy level, creativity, enthusiasm, and passion for working in a dynamic and complex environment.
• Ability to supervise, lead, and train clinical and administrative staff.
• Knowledge of accounting and budgeting theory and practices.
• Preferred knowledge and understanding of the Johns Hopkins Medicine patient care platforms, the University and Health System accounting systems, and related fiscal offices. Ability to make independent judgments and to act on decisions on a daily basis.
• Ability to prioritize own work and work of staff as needed.
• Very strong organizational skills, analytical and problem-solving abilities, and attention to detail. Ability to maintain confidentiality.
• Strong interpersonal and communication skills, both oral and written, with gravitas, executive presence, confidence, and sophistication.
• Ability to effectively interact with all levels of University and Hospital employees as well as outside contacts.
• Local travel is required. State, regional, national, and/or international travel may periodically be required.
• Use of personal computer and basic office equipment.
• This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.
• May periodically directly or indirectly supervise interns, volunteers, and temporary personnel.