The Department of Ophthalmology is seeking an Administrative Manager who will be responsible for overall administrative, financial and operations management activities for the Retina Division. This role involves the coordination of all resources including physicians, fellows, and residents at the East Baltimore location. This position is the management structure for continuous process improvement, enhanced communication, team building, conflict resolution, service excellence and improved patient satisfaction. The Administrative Manager also coordinates research and education activities in the context of the clinic environment.
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, departments and satellite offices to ensure seamless service for patients.
Acts as patient advocate to resolve and defuse concerns and complaints.
Acts a liaison for patients and referring physicians to expedite appointments and referrals.
Facilitates referrals for both internal and external sources.
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, ophthalmic technicians and other administrative and clinical 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 merit reviews for staff with input from Medical Director and faculty.
Conducts regular meetings to ensure all personnel are appropriately informed and updated about clinic policies and objectives.
Analyzes reports, employee satisfaction surveys. Develops improvement initiatives as appropriate.
Uses Tableau to run reports and monitor clinic's compliance with JH metrics. Consults with Medical Director and team on report data to identify strengths, weaknesses, and trends and develops plans for improvements.
Monitors monthly budgets, processes e-forms and pre-approves faculty effort forms.
Orients new physician / residents to clinic processes.
Maintain close oversight of scheduling and template management to minimize gaps in physician schedules.
In collaboration with the Residency Coordinator, manages all clinical schedules and 15 resident rotation schedules within New Innovations software according to the guidelines of the Wilmer Education Committee.
Allocates clinic resources (technicians, exam rooms, supplies, etc.) for all providers to achieve maximum utilization of clinic resources
Oversees and assists in coordination and administration of clinic research as needed for the division, including coordination of required JHU/JHH documentation such as budget preparation, JCCI submission and annual renewals and adverse reaction event reporting.
Continuously assesses problem areas, and recommends/participates/provides training and/or provides detailed instruction/policy on improved methods for all areas of clinical operations.
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.
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.
Works with Wilmer development and marketing to promote clinical services.
Secondary: Provides Direct Support to Registration Staff as Needed. Such Support may include:
Registering patients, verifying demographic and insurance information
Obtaining required authorizations/referrals
Answering incoming calls
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
Minimum Qualifications (Mandatory):
Bachelor's Degree and five years related experience required.
Supervisory experience required.
Master's Degree in Business Administration or Heath Care Management.
Knowledge of medical insurance and medical terminology is strongly preferred.
Special Knowledge, Skills & 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.
Must possess problem solving and organizational skills as well as a strong personal and professional commitment to quality patient care and service excellence.
Ability to stand, walk or sit for an extended period of time.
Finger dexterity required to manipulate objects, use of a keyboard.
Up to 19 staff members – inclusive of Patient Service Coordinators, Surgery Scheduler, Ophthalmic Technicians, MOC and other office administrative or clinical personnel.
Classified Title: Administrative Manager Role/Level/Range: ATP/04/PD Starting Salary Range: $59,870 - $82,250 annually (commensurate with experience) Employee group: Full Time Schedule: Mon-Fri 8:30-5 Exempt Status: Exempt Location: School of Medicine Campus Department name: SOM Oph Retina Service 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.
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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