Clinic Manager

General Summary/Purpose

Oversees a complex clinical operation for the divisions of Cardiology and Gastroenterology at the Knoll North Clinic in Columbia, MD.  This multi-specialty clinic includes clinical visits including those conducted via telemedicine as well as in person, a three chair infusion center, GI Motility lab, Stress test lab, EKGs and Echocardiograms. The Clinic Manager has direct reports including patient service coordinators, certified medical assistants, cardiac technicians, registered nurses and other administrative staff.

The Clinic Manager oversees the ambulatory operations under the guidance of the Nurse Manager of Clinical Operations, Clinical Associate Administrator and multiple Clinical Directors. This position has operations management responsibility and works collaboratively with multiple divisions to meet clinical practice goals and objectives.

The Clinic Manager (CM) proactively assesses and implements appropriate processes to ensure that all facets of clinic practice management are effectively addressed. This includes: scheduling efficiency, complete and accurate registration, insurance referral and preauthorization requirements, patient relations and satisfaction, clinical and billing regulatory compliance, patient throughput, troubleshooting provider and patient issues, as well as, motivating and disciplining staff.

The CM will work with the Nurse Manager of Clinical Operations and Clinical Associate Administrator and an HR designee to hire, train, and oversee all staff. The ability to function at a high level in a fast paced, team environment that requires flexibility and resolve is essential to this position.

Supervision Received:

Nurse Manager of Clinical Operations, Clinical Associate Administrator and multiple Clinical Directors.

Supervision Exercised:

Directly supervises patient service coordinators, certified medical assistants, cardiac technicians, registered nurses and other administrative staff.

Specific Duties & Responsibilities

Human Resources:

• Will train, supervise, discipline, and handle all other related staff performance issues. Implement performance improvement plans as necessary and provide HR with appropriate documentation demonstrating performance gaps when necessary.
• Assist with hiring and interviewing of clinic support staff.
• Complete annual reviews for staff.
• Approval all vacation and sick requests and coordinate vacation schedules among the PSC and CMAs. Ensure compliance with HR issues, i.e. E210 Compliance, Weather Emergency Responsibilities, HIPPA Certifications, Epic Recertification, MA Certifications, etc.
• Review required staff licenses and certification on an annual basis.
• Works with Divisional Nurse Manager to conduct semi-annual competency tests for Medical Assistants. Sends results of competency tests to Human Resources to add to employee HR files.
• Sign off on staff e210s (reported time).
• Monitors time station reports regularly; reviews time and attendance issues with staff; proceeds with appropriate disciplinary action if time and attendance is an issue; verifies time station reports against e210 timecard

Operations Management:

• Responsible for the day to day clinical operations the multi-specialty clinic.  Assures that the clinic is appropriately staffed to meet the operational needs. Engage Nurse Manager and HR to request temp agency staffing to cover for prolonged FML. Provides daily/weekly assignments to staff based on needs of clinic.
• Resolves scheduling conflicts, monitors room utilization, and maintains clinic patient flow.
• Seeks to streamline and improve current business practices by partnering with Access Services, DOM and GI and Cardiology Administration as well as multiple institutional stakeholders.
• Holds daily staff huddles and maintains clinic huddle board to review daily tasks and delineation of responsibilities; sends summary email to all clinic staff and providers who are in clinic for the day.
• Conduct monthly administrative staff meetings in conjunction with Nurse Manager and Associate Administrator. Attends all required Practice Management, Financial Clearance, Managed Care, Ambulatory, monthly tenants meeting and conference calls each month. Participates in other JHM work groups and/or committees as related to clinic operation. Disseminates information to staff and to leadership as needed.
• Responsible to align all protocols and policies with the Department of Medicine’s Ambulatory Management guide.
• Responsible to ensure that in-office procedures such as Infusion, GI Lab, Cardiac testing procedures are fully scheduled each week. Assigns clinic staff to assist Access Services to schedule patients to ensure 100% scheduling utilization.  
• Assign ad hoc assignments to staff to accomplish during slow clinic days or when the center is closed to patients during Academic events (e.g.- CME, Faculty retreat, etc).
• Maintains and orders general clinic and procedural supplies.
• Responsible to oversee PSC and CMA Epic in-basket management.
• Responsible to check the BCA Epic per Ambulatory protocol
• Works with Nurse Manager/Assoc. Administrator and Finance Manager to plan clinic computer replacements. Responsible to order, coordinate with IT to implement new computers as needed.
• Works with building facilities to deal with any facility issues (e.g.- heat/AC problems, power outages, cleaning services, leaks, damages to space or planned renovations).
• Ensures that clinical equipment is maintained in adequate working order and schedules maintenance and/or replacement as needed (e.g.- GI Lab test equipment, scales, vitals machines, etc)

Patient Satisfaction:

• Conducts patient interviews regarding service concerns including staff interactions, , clinic policies, and provider interactions.
• Defuse patient relations issues at time of service.
• Manages patient complaints from a scheduling and clinical operations perspective, investigating all perspectives of situations and providing formal feedback to the Nurse Manager/Assoc. Administrator and Clinical Director. Implements corrective actions, as indicated, to ensure that the problems are not replicated. Ensures that staff and/or providers are informed of appropriate future actions.
• Reviews Patient Satisfaction for the outpatient clinic practices.
  • Review patient satisfaction reports with Divisional and Clinic 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 clinical sites.

Compliance:

• In partnership with Clinical Director, ensure that all staff and providers have fulfilled requirements set forth by external regulatory agencies or internal regulatory bodies.
• Ensures that the clinic complies with the environmental standards or requirements of regulatory agencies and internal audit groups. Collaborates with HEIC for environmental rounds. Responds to any noted deficiencies
• Appoints COVID Safety Auditors to ensure rounds are completed and reported
• Coordinate fulfillment of clinic competency requirements of all staff partnership with the Clinical Director.
• Educate providers and clinic staff regarding third party payer requirements, managed care contracts, and billing/documentation requirements.  
• Reports all HERO incidents according to JHM protocol and lead an internal review of the incident with Divisional leadership. Implement all required actions as identified by the HERO review.
• Ensures all HIPPA violations are reported according to JHM protocol.
• Completes the Hand Hygiene reporting requirements

Data Analysis

• Reviews monthly ambulatory clinic practice reports, by site, provider and sub-specialty. Reports to include access, volumes, show rate, provider cancellations and other practice management metric to assess outpatient activity by provider compared to prior fiscal year.
  • Work with the Clinical Directors, Nurse Manager, and Divisional and DOM Leadership to assess practice performance.
  • Identify ways to support the providers in optimizing their clinic sessions.
  • With leadership, develop corrective action plans as needed.

Other duties as assigned by Nurse Manager, Division Administrators and Clinical Directors.  

Scope of Responsibility:

Knows the informal and formal department goals, standards, policies and procedures which may include familiarity of other departments within the school/division. Is sensitive to the interrelationship of both people and functions within the Division and Department.

Decision Making:

On a regular and continuous basis exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the multi-use clinic.

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:  30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience.  Additional related experience may substitute for 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 Knowledge, Skills, and Abilities

Requires an understanding of changing reimbursement policies and third party reimbursement. Previous lead or supervisory experience required. Additional education may substitute for required experience, to the extent permitted by JHU standards.  

Exchange non-routine information using tact and persuasion as appropriate requiring good oral and written communication skills. He/she 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. Must possess a strong personal and professional commitment to quality patient care and service excellence.

Classified Title: Clinic Manager 
Working Title: Clinic Manager  ​​​​​
Role/Level/Range: ATO 37.5/03/OG 
Starting Salary Range: $46,987 - $64,657/ Commensurate with Experience
Employee group: Full Time 
Schedule: Monday - Friday, 8:30a-5:00p / 37.50 hrs per week 
Exempt Status: Exempt  
Location: 04-MD:School of Medicine Campus 
Department name: 10002808-SOM DOM Gastroenterology 
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 jhurecruitment@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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