The Ambulatory Service Manager oversees the operations of the division’s outpatient clinics. This position will manage financial and clinical outpatient operations for the Division of General Internal Medicine clinics, located at the Johns Hopkins Outpatient Center and Green Spring Station. He/she will exercises administrative judgement and assume responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
The Ambulatory Service Manager proactively assesses and implements 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.
The Ambulatory Service Manager will work closely with the Division’s Assistant Administrator to prepare and manage financial reports and clinical budgets. This position will also work with the Human Resources and supervisors to recruit, hire, train, supervise, and evaluate administrative and office support staff.
Specific duties & responsibilities:
Manage day‑to‑day clinical operations of the Division at all outpatient locations. Assures that the clinics are appropriately staffed to meet the operational needs. Works with administrative and physician leadership to establish policies and procedures where changes are needed.
Provides monthly ambulatory clinic practice reports, by site, provider and sub-specialty, to Divisional Leadership and providers. Reports to include 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 Clinical Director and Divisional Leadership to assess practice performance. Identify ways to support the providers in optimizing their clinic sessions. Develop corrective action plans as needed
Serve as EPIC Super-user for EMR troubleshooting and process change/enhancements
Monitor Patient Satisfaction for the outpatient clinic practices. Review patient satisfaction reports with Divisional 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 clinic sites.
Serves 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 Division 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
Develop, maintain, and update the Division’s Clinic Operations Manual in conjunction with the Department of Medicine operations policy. Ensure that the division’s clinic practices conform to applicable policies and procedures of Johns Hopkins Hospital (JHH) and the Office of Johns Hopkins Physicians (OJHP).
Ensure that the ambulatory clinic sites comply with the standards or requirements of The Joint Commission, Center for Medicare and Medicaid Services, and other regulatory agencies. Work with the JHH Regulatory Affairs Office, JHHS Compliance Office, JHU CPA, and Office of Billing Quality Assurance as needed to clarify and address requirements.
Develop and disseminate agendas and conduct periodic meetings with staff and providers within clinical units
Serve as a liaison with the Patient Relations Department. Investigate and respond to patient complaints as appropriate.
Attend and contribute to ambulatory Comprehensive Unit Based Safety Program (CUSP) meetings. Assume an active role in CUSP initiatives and programs.
Develop and maintain on-call schedule for the faculty practices. Communicate weekly with the emergency room and hospitalist services making sure that the appropriate on-call physician(s) are identified
Minimum qualifications (mandatory):
Bachelor’s Degree in Business Administration or Health Care Management or related discipline with four years of experience of related experience required. Additional education substitute for experience.
Master’s degree preferred
Special knowledge, skills, and abilities:
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. Experience working with Epic Cadence/Prelude and Epic Care Ambulatory preferred.
Any specific physical requirements for the job:
Ability to stand, walk or sit for an extended period of time
Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s); use a keyboard
Ability to see within normal parameters
Ability to see within normal parameters
Ability to hear within normal range
Ability to lift 15 pounds
Supervisory responsibility (indicate the number and type of persons supervised by incumbent):
This position will supervise the Medical Office Supervisors for each location, and JHOC Medical Clinic (housestaff practice).
Classified title: Ambulatory Services Manager
Working title: CO Ambulatory Services Manager
Role/Level/Range: ATP/4/ PC
Starting Salary Range: $49, 216 – $67,735 (commensurate with experience)
Employee group: Full-Time
Employee subgroup: Exempt
Schedule: Working 37.5 hours per week; Monday-Friday 8:30-5
Location: Johns Hopkins East Baltimore Campus
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.
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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