The Department of Ophthalmology is seeking a Clinic Manager who will be responsible for managing the clinical operations and safety for Wilmer Bel Air practice location. This role will also be responsible for the operations and daily supervision of personnel in an outpatient clinic as well as responsible for assuring the smooth flow of patients, managing the administrative staff, and refining operations to improve patient, family provider and employee satisfaction. This individual reports to the Assistant Administrator, Clinical Operations.
This individual 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 satisfaction, clinical regulatory compliance and program marketing.
Specific Duties & Responsibilities:
Manage day-to-day clinical operations of a satellite practice location. Work with administrative and physician leadership to establish policies and procedures where changes are needed.
Manage the process for maintaining adequate staff. Secure and coordinate training of employees as needed in conjunction with the clinical trainer or team leaders. Forecast staffing needs and adjust, as needed. Manage the process for yearly evaluation of staff members.
Collaborate with administration on clinical operations, process improvement projects, and initiatives directly related to the clinics and primary metrics.
Serve as EPIC Super-user for EMR troubleshooting and process change/enhancements for staff and providers.
Monitor quality and safety measures for practices and maintain knowledge of key metrics. Work with clinic and divisional leadership to identify opportunities and create action plans to improve performance. Regularly report on performance and initiatives to providers and division leadership.
Monitor Patient Satisfaction for the outpatient clinic practices. Review patient satisfaction reports with Leadership, and ensure that they are distributed to physicians and staff. Develop annual action plans, as needed. Provide and/or coordinate service excellence training, as needed.
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 outpatient activity by provider. Provide recommendations and action plans to effectively manage the clinics. Work with the Medical Director and department 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 manager or clinic leadership. Manage reports in clinic's EMR to assist with operations and quality of care.
Serve in a liaison role with the Department's Central Scheduling to monitor and track appointment scheduling and registration actively, including call volumes, registration audits, and template management.
Assist the Assistant Administrator in on-boarding of new providers with the following: Supply orders: Lab coats, Business Cards, Name Plates, EPIC – Setting up Templates, Billing Area, and Scheduling
Serve as a liaison with the Patient Relations Department. Investigate and respond to patient complaints as appropriate.
Coordinate the hiring, training, supervision, discipline, and all other related staff performance issues along with division's human resources representative.
Accounts payable to include various utility companies, vendors, contractors, etc. related to internal building maintenance, as applicable.
Serve as a liaison between in house ASC and surgeon on department on local and departmental level.
Minimum Qualifications (Required)
Bachelor's degree required.
Requires an understanding of changing reimbursement policies and third party reimbursement.
Three (3) years related experience.
Previous supervisory experience required.
Additional education may be substituted for years of related experience. Additional experience may be substituted for years of education. JHU Equivalency Formula:18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for the 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.
Experience working with Epic Cadence/Prelude and Epic Care Ambulatory preferred.
Requires an understanding of changing reimbursement policies and third-party reimbursement.
Management experience preferred.
Special Knowledge, Skills & Abilities:
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 Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: $44,051 - $60,616 annually (commensurate with experience) Employee group: Full Time Schedule: Monday - Friday, 8:30a-5:00p Exempt Status: Exempt Location: JH Wilmer Eye at Bel Air Department name: Bel Air Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
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