We are seeking a Clinic Manager who will oversee all clinic staff, both administrative and clinical in a fast paced, residency based, multi-specialty outpatient clinical practice including, but not limited to: Patient Service Coordinators, Surgical Scheduling Coordinators, Medical Office Coordinators, and Ophthalmic Technicians and Scribes. He/She will also manage all administrative and clinical aspects of the patient encounter to promote safety, efficiency and excellent customer service.
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 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, ophthalmic technicians and other administrative and clinical personnel.
- Ensure 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. Develop improvement initiatives as appropriate.
- 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
- 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,
- Scheduling appointments.
- 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
- 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 HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications
- Master’s Degree in Business Administration or Heath Care Management.
- Knowledge of medical insurance and medical terminology is strongly preferred.
Classified Title: Clinic Manager
Role/Level/Range: ATO 40/E/03/OG
Starting Salary Range: $50,440 - $88,400 Annually ($78,936 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday-Friday, 8:30 am - 5:00 pm
FLSA Status: Exempt
Location: School of Medicine Campus
Department name: SOM Oph Residency Service
Personnel area: School of Medicine
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