Position reports to the Assistant Administrator with a dotted line relationship to the Medical Director. Oversees Patient Service Coordinators, Clinical Scheduling Coordinators, Medical Office Coordinators and other service personnel in a fast paced, high pressured, multi-specialty clinical practice. Manages the staff along with all administrative aspects of the patient encounter to promote customer service excellence.
Coordinates the efficient flow of patients within a busy environment. Organizes department wide scheduling functions and registration processes. Recommends, develops and implements initiatives to enhance operations, assist in data collection, and maximize physician scheduling.
Using continuous process improvements, works to improve clinic operations and patient satisfaction. Fosters a team environment. Acts as mentor for and developer of staff in all customer service related activities.
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 and satellites 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, Records staff, other service personnel.
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 with input from Assistant Administrator and Medical Director. Addresses problems areas as necessary.
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.
Addresses physician requests timely. Orients new physician to clinic processes.
Assures close oversight of scheduling and template management to minimize gaps in physician schedules.
In concert with the Medical Director, allocates exam rooms for physicians to achieve maximum utilization of clinic resources and equipment.
In conjunction with Wilmer Information Systems personnel, coordinates and manages use of Epic scheduling system with Wilmer users. Continuously assesses problem areas, and recommends/participates in training needs and/or provides detailed instruction/policy on improved methods for scheduling and registration to enhance the through put of patients, as well as the accuracy of information.
Assists with formulating and implementing expense allocation models.
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.'
Works with Technician Supervisor to ensure compliance with Johns Hopkins quality assurance guidelines, Environmental Service requirements, and applicable accreditation organization standards (e.g. The Joint Commission).
Works with Fellowship coordinator to orient new fellows to clinic, as well as oversee training and compliance.
Works closely with Wilmer Administration to ensure departmental standards are met, efficiencies created and services coordinated.
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.
Provides direct support to registration and/or medical records staff as needed. Such support may include:
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 (mandatory):
Bachelor's degree required. Three 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.
Master’s Degree in Business Administration or Heath Care Management Preferred. One to two years of experience in clinic management, financial management, and/or health administration is preferred. Knowledge of medical insurance and medical terminology is strongly preferred.
Experience/proficiency with Microsoft computer applications is necessary.
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. Strong communication skills, self-motivation, and demonstrated leadership ability are also prerequisites for this position.
Must possess problem solving and organizational skills as well as a strong personal and professional commitment to quality patient care and service excellence.
Technical qualifications or specialized certifications:
Any specific physical requirements for the job:
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
Possible exposure to communicable diseases
Ability to see within normal parameters
Ability to hear within normal range
Possible exposure to communicable diseases
Supervisory responsibility (indicate the number and type of persons supervised by incumbent):
Patient Service Coordinators, Clinical Scheduling Coordinator, Ophthalmic Technicians and other office service personnel
Classified Title: Clinic Manager Working Title: CO Clinic Manager Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: $46,527 - $64,030 Employee Group: Full Time Schedule: Mon-Fri 8:30-5 Exempt Status: Exempt Location: 04-MD:School of Medicine Campus Department Name: 10002992-SOM Oph Anterior Segment 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 at email@example.com. 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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