Department: Medicine/Gastroenterology Work Schedule/Hours: Monday-Friday/8:30-5:00p/37.5 hours Location: East Baltimore Campus Personnel area: School of Medicine
The Clinic Manager oversees the operations of the clinic under the guidance of the Ambulatory Services Manager, Sr. Administrative Manager and Clinical Director. This position has operations management responsibility and works collaboratively with the Division’s leadership team to meet clinical practice goals and objectives and oversees a complex clinical operation that is the major hub of non-endoscopic outpatient activity with approximately 17,000 outpatient clinical encounters. This includes five unique clinical practices across three separate physical locations at the Green Spring Station Joppa Concourse Building. Practices include the ten room General GI Practice, the six room Integrative Medicine & Digestive Disease Center, the Dr. Bedine practice, the GI Infusion Center, and the Motility Center & GI Lab. Directly supervises a staff of approximately twelve employees which includes Patient Service Coordinators, Infusion Coordinator and Certified Medical Assistants at GSS.
The Clinic Manager (CM) proactively assesses and identifies all appropriate processes and procedures and implements them to ensure that all facets of clinic practice management are effective. This includes tasks such as the following: efficient scheduling, complete and accurate registration, insurance referral and preauthorization requirements, patient relations and satisfaction, clinical and billing regulatory compliance, patient throughput, troubleshooting provider and patient issues and motivating and disciplining staff. The CM will also work with Administrative Supervisors to troubleshoot scheduling issues.
The CM will work with the Ambulatory Services Manager and Division’s HR designee to hire, train, and oversee all staff. It is essential that the CM has the ability to function at a high level in a fast-paced team environment, is flexibility and a problem solver. This role will also exchange non-routine information using tact and persuasion as appropriate requiring good oral and written communication skills. 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.
Specific duties & responsibilities:
Will train, supervise, discipline, and handle all other related staff performance issues. Implement performance improvement plans as necessary and provide HR with appropriate documentation demonstrating performance gaps when necessary.
Assists with hiring and interviewing of clinic support staff.
Completes annual reviews for staff.
Approves all vacation and sick requests and coordinate vacation schedules among the PSC and CMAs. Ensure compliance with HR issues, i.e. E210 Compliance, Weather Emergency Responsibilities, HIPPA Certifications, EPIC Recertification, MA Certifications, etc.
Reviews required staff licenses and certification on an annual basis.
Works with Divisional Clinical Nurse Supervisor to conduct semi-annual competency tests for Certified Medical Assistants. Sends results of competency tests to Human Resources to add to employee HR files.
Signs off on staff e210s (time reporting system).
Monitors time station reports regularly; reviews time and attendance issues with staff; proceeds with appropriate disciplinary action if time and attendance is an issue; verifies time station reports against e210 timecard
Responsible for the day-to-day clinical operations of all GI clinic at GSS. Assures that all clinics are appropriately staffed to meet the operational needs. Engages Ambulatory Service Manager and HR to request temp agency staffing to cover for prolonged FML. Provides daily/weekly assignments to staff based on needs of clinic.
Resolves scheduling conflicts, monitors room utilization, and maintains clinic patient flow at all GI clinic at GSS.
Seeks to streamline and improve current business by Practices by partnering with Access Services, DOM and GI Administration.
Holds daily staff huddles to review daily tasks and delineation of responsibilities; sends summary email to all clinic staff and providers who are in clinic for the day.
Conducts monthly administrative staff meetings in conjunction with Ambulatory Services Manager.
Attends all required Practice Management, Financial Clearance, Managed Care, Ambulatory, monthly tenants meeting and conference calls each month. Participates in other JHM work groups and/or committees as related to clinic operation. Disseminates information to staff and to leadership as needed.
Responsible to align all protocols and policies with the Department of Medicine’s Ambulatory Management guide.
Responsible to ensure Infusion Center template and Motility and GI Lab procedures are properly scheduled each week. Assigns clinic staff to assist Access Services to schedule patients to ensure 100% scheduling utilization.
Assigns ad hoc assignments to staff to accomplish during slow clinic days or when the center is closed to patients during Academic events (e.g.- CME, Faculty retreat, etc).
Maintains and orders general clinic supplies, infusion supplies, GI lab supplies and Integrative Medicine supplies.
Responsible to oversee PSC and CMA EPIC inbasket management.
Responsible to check the BCA EPIC per Ambulatory protocol
Works with Ambulatory Service Manager and Finance Manager to plan clinic computer replacements. Responsible to order, coordinates with IT to implement new computers as needed.
Works with building facilities to deal with any facility issues (e.g.- heat/AC problems, power outages, cleaning services, leaks, damages to space or planned renovations).
Ensures that clinical equipment is maintained in adequate working order and schedules maintenance and/or replacement as needed (e.g.- GI Lab test equipment, scales, vitals machines, etc)
Conducts patient interviews regarding service concerns including staff interactions, clinic fees, billing problems, and insurance requirements, clinic policies, and provider interactions.
Defuses patient relations issues at time of service.
Manages patient complaints from a scheduling and clinical operations perspective, investigating all perspectives of situations and providing formal feedback to the Ambulatory Services Manager and Clinical Director. Implements corrective actions, as indicated, to ensure that the problems are not repeated. Ensures that staff and/or providers are informed of appropriate future actions.
Reviews Patient Satisfaction for the outpatient clinic practices.
Reviews patient satisfaction reports with Divisional Leadership, and ensure that they are distributed to physicians and staff at each site.
Works with sites, as applicable, to develop annual action plans.
Provides and/or coordinates service excellence training as needed for clinical sites.
In partnership with Clinical Director, ensure that all staff and providers have fulfilled requirements set forth by external regulatory agencies or internal regulatory bodies.
Ensures that all GI clinic comply with the environmental standards or requirements of regulatory agencies and internal audit groups.
Coordinates fulfillment of clinic competency requirements of all staff partnership with the Clinical Director.
Educates providers and clinic staff regarding third party payer requirements, managed care contracts, and billing/documentation requirements.
Reports all HERO incidents according to JHM protocol and lead an internal review of the incident with Divisional leadership. Implement all required actions as identified by the HERO review.
Ensures all HIPPA violations are reported according to JHM protocol.
Completes the Hand Hygiene reporting requirements
Reviews monthly ambulatory clinic practice reports, by site, provider and sub-specialty. Reports to include access, volumes, show rate, provider cancellations and other practice management metric to assess outpatient activity by provider compared to prior fiscal year.
Works with the Clinical Director, Ambulatory Services Manager, and Divisional Leadership to assess practice performance.
Identifies ways to support the providers in optimizing their clinic sessions.
With leadership, develops corrective action plans as needed.
Produces weekly schedule and volume reports and sends to Divisional leadership.
Other duties as assigned by Ambulatory Services Manager, Clinical Director and Divisional Administration.
Scope of Responsibility:
Knows the informal and formal department goals, standards, policies and procedures which may include familiarity of other departments within the school/division. Is sensitive to the interrelationship of both people and functions within the Division and Department.
On a regular and continuous basis exercised administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the GI GSS clinic.
Bachelor’s Degree in Business Administration or Health Care Management or related discipline and three (3) years related experience required
Must have an understanding of changing reimbursement policies and third party reimbursement. Additional education may substitute for required experience, to the extent permitted by JHU standards.
Some supervisory experience desired.
The successful candidate(s) for this position will be subject to a pre-employment background check.
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