Clinic Manager (Ophthalmology)

Johns Hopkins University•Bethesda, MD

2d•Onsite

About The Position

We are seeking a Clinic Manager who will oversee all clinic staff, both administrative and clinical in a fast-paced 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. Ensure all Hopkins policies are being implemented. 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 employee satisfaction surveys. Develop improvement initiatives as appropriate. Onboards new providers. Maintain close oversight of scheduling and template management to minimize gaps in physician schedules. 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 build referral base and promote the new/expanded 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.

Requirements

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.

Nice To Haves

Master’s Degree in Business Administration or Heath Care Management.
Knowledge of medical insurance and medical terminology is strongly preferred.

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.
Ensure all Hopkins policies are being implemented.
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 employee satisfaction surveys. Develop improvement initiatives as appropriate.
Onboards new providers.
Maintain close oversight of scheduling and template management to minimize gaps in physician schedules.
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 build referral base and promote the new/expanded clinical services.
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.