We are seeking a Clinic Manager who is responsible for managing the clinic operations for the White Marsh Gyn/Ob practice. Responsible for assuring the smooth flow of patients and paperwork, managing the administrative staff, and refining operations to improve patient, family, provider and employee satisfaction. This person will proactively assess and implement appropriate processes to ensure that all facets of clinic practice management are effective. This may include: scheduling efficiency, complete and accurate registration, insurance referral and preauthorization requirements, patient relations and patient satisfaction, and regulatory compliance.
Specific Duties and Responsibilities - Oversees the day-to-day operations of the White Marsh Gyn/Ob practice. Work with administrative, nursing leadership and physician leadership to establish protocols and procedures.
- Manage the process for maintaining adequate administrative staff. Secure and coordinate training of employees as needed in conjunction with the Nurse Manager.
- Collaborate with Nurse Manager/Assistant Director Of Nursing and Clinical Director on clinical operations, process improvement projects, and initiatives directly related to the clinic's metrics.
- Serve as Epic Super-user for EMR troubleshooting and process change/enhancements for staff and providers along with SAP, decision tree, and templates.
- Responsible for ensuring the clinic delivers excellent service to each patient. Monitor quality and safety measures for practices and maintains knowledge of key metrics. Work with clinic leadership to identify opportunities and create action plans to improve performance. Regularly report on performance and initiatives to leadership.
- Monitor patient satisfaction for the practice through JHM dashboards and outside online survey sites. Review monthly at CUSP the patient satisfaction reports and ensure they are individually distributed by individual provider comments and general comments to all staff. Work with leadership and staff to develop annual action plans to improve. Provide and/or coordinate service excellence training as needed for clinic staff.
- Monitor operational metrics and develop reports including access, volumes, number of patients served, show rates, provider cancellations, room utilization and other selected metrics to assess practice performance by provider and staff efficiency. Provide recommendations and action plans to effectively manage the clinic. Work with the clinic Director and Nursing leadership to assess practice performance. Identify ways to support the providers in optimizing their clinic sessions. Develop corrective action plans as needed.
- Assist with basic data analysis needs at the direction of administrator or medical director. Manage work queues and manage other reports in Epic to assist with operations or quality of care.
- Serve in a liaison between the administrative staff for appointment scheduling and registration activity, including call volumes, registration audits, patient billing concerns and template management.
- Maintain/have oversight of the downtime computer and updated documentation.
- Complete payroll for all staff weekly and review time clock documentation.
- Keep all workstations/fax machine/telephones and printers in working condition. Place work orders for all identified broken equipment or maintenance with-in the clinic and work with facility team.
- Acts as patient advocate to resolve and diffuse questions and complaints.
- Works with JH Billing Office to resolve 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.
- Interpreting and communicating operating polices to the PSC staff.
- Maintains working knowledge of billing, claims processing, and insurance carrier requirements.
- Works with Nurse Manager to ensure compliance with Johns Hopkins guidelines, Environmental Service requirements, and organization standards.
- Works closely with Administration to ensure departmental standards are met, efficiencies created and services coordinated.
- Attends clinic and 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, HR, Compliance, HIPAA office, sister clinics.
- Ensures that the clinic complies with the standards of requirements of the Joint Commission, Center of Medicare and Medicaid Services, and other regulatory agencies. Work with the Regulatory affairs office, JHHS compliance office, billing quality assurance as needed and address requirements.
- Monitors service collections and prepares deposits for pick-up.
- Responsible for ordering office supplies, medical equipment, furniture, etc. via SAP.
- Acts as a resource for staff if the Nurse Manager is out of the office and seeks appropriate resources to guide them.
Provides direct support for the PSCs when staffing is decreased
- Scheduling appointments.
- 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- Bachelor's Degree.
- Three years related experience.
- Previous supervisory experience required.
- Requires an understanding of changing reimbursement policies and third-party reimbursement.
- Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications- Understanding of changing reimbursement policies and third party reimbursement.
- Five years of experience in a health care setting involving customer service to become knowledgeable in practices involved in outpatient ambulatory care settings and coordination of services related to insurance verification, patient information and transport.
- Comprehensive understanding of medical and insurance terminology.
- Technical competence and demonstrated proficiency with medical insurance plans, billing regulations and managed care plans, applicable to outpatient care.
- Working knowledge of daily reconciliation and bank deposit processes.
- Working knowledge of value based purchasing and meaningful use criteria.
- Working knowledge of Medical Terminology insurance required.
Special Knowledge, Skills and Abilities- The Clinic Manager should be able to demonstrate a record of increasing job responsibility linked to the accomplishments in health care management. Strong communications 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
Role/Level/Range: ATO 40/E/03/OG
Starting Salary Range: $24.85 - $43.55 HRLY ($71,240 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday - Friday, 8:00am - 4:00pm
FLSA Status: Exempt
Location: JH at White Marsh
Department name: SOM OB GYN Bay Gynecology Obstetrics Bay
Personnel area: School of Medicine
