Responsible for managing the clinical operations and safety for the Reproductive Endocrinology and Fertility Center. Responsible for assuring the smooth flow of patients and paperwork, managing the administrative staff, and refining operations to improve patient, family, provider and employee satisfaction. The individual reports to the Nurse Manager/Assistant Director of Nurse and Clinical Director for Reproductive Endocrinology and Fertility.
This person 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 patient satisfaction, clinical regulatory compliance and program marketing.
Primary duties and responsibilities of the job:
Oversees the day-to-day clinical operations of Reproductive Endocrinology. Work with administrative, nursing leadership and physician leadership to establish policies and procedures where changes are needed.
Manage the process for maintaining adequate staff for both REI and Art lab PSC. Secure and coordinate training of employees as needed in conjunction with the Nurse Manager, clinical trainer and educator for PSC, CMA, and RNs. Generate Nexus requests and follow up for PSC, CMA and RNs. Forecast staffing needs and make adjustments as needed for PSCs. Manage the process for yearly evaluations of PSC staff members.
Collaborate with Nurse Manager/ADON and Clinical Director on clinical operations, process improvement projects, and initiatives directly related to the clinic's metrics.
Serve as Epic Super-user for EMR troubleshooting and process change/enhancements for staff and providers along with SAP, tableau, Nexus, decision tree and templates.
Responsible for ensuring the clinic delivers excellent service to each patient. Monitor quality and safety measures for practices and maintains knowledge of key metrics. Work with clinic leadership to identify opportunities and create action plans to improve performance. Regularly report on performance and initiatives to leadership.
Monitor patient satisfaction for the practice through tableau and outside online survey sites. Review monthly at CUSP the patient satisfaction reports and ensure they are individually distributed by individual provider comments and general comments to all staff. Work with leadership and staff to develop annual action plans to improve. Provide and/or coordinate service excellence training as needed for clinic staff.
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 practice performance by provider and staff efficiency. Provide recommendations and action plans to effectively manage the clinic. Work with the clinic Director and Nursing 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 nursing leadership or Clinic Director. Manager work ques and manage other reports in the EMR or paper records to assist with operations or quality of care.
Serve in a liaison between the Administrative staff for surgical scheduling and track appointment scheduling and registration activity, including call volumes, registration audits, patient billing concerns and template management.
Maintain/have oversight of the downtime computer and updated documentation.
Complete payroll for all staff weekly and review time clock documentation.
Keep all workstations/fax machine/telephones and printers in working condition. Place work orders for all identified broken equipment or maintenance with-in the clinic and work with facility team.
Acts as patient advocate to resolve and diffuse questions and complaints.
Works with JH Billing Office to resolve 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.
Interpreting and communicating operating polices to the PSC staff of REI and PSC of ART lab.
Maintains working knowledge of billing, claims processing, and insurance carrier requirements.
Works with Nurse Manager to ensure compliance with Johns Hopkins guidelines, Environmental Service requirements, and organization standards.
Works closely with Administration to ensure departmental standards are met, efficiencies created and services coordinated.
Attends REI 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, HR, Compliance, HIPAA office, sister clinics.
Ensures that the Clinic complies with the standards of requirements of the Joint Commission, Center of Medicare and Medicaid Services, and other regulatory agencies. Work with the Regulatory affairs office, JHHS compliance office, billing quality assurance as needed and address requirements.
Monitor GSS REI and ART lab time of service collections and prepares deposits for pick-up.
Responsible for ordering office supplies, medical equipment, furniture, etc. via SAP for REI.
Responsible for travel reimbursement, vendor and invoice payment via SAP. Works closely with medical vendors.
Acts as a resource for staff if the Nurse Manager is out of the office and seeks appropriate resources to guide them.
Provides direct support in the Patient Service Coordinator role when staffing is decreased:
Scheduling appointments + Verifying demographic and insurance information + Obtaining required authorizations/referrals + Answering incoming calls + Preparing daily schedules + 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 + Other assistance as needed
Bachelor's degree required. 3 years related experience.
Previous supervisory experience required.
Requires an understanding of changing reimbursement policies and third party reimbursement.
30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for 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.
Understanding of changing reimbursement policies and third party reimbursement.
Five years of experience in a health care setting involving customer service to become knowledgeable in practices involved in outpatient ambulatory care settings and coordination of services related to insurance verification, patient information and transport.
Comprehensive understanding of medical and insurance terminology.
Technical competence and demonstrated proficiency with medical insurance plans, billing regulations and managed care plans, applicable to outpatient care.
Working knowledge of daily reconciliation and bank deposit processes.
Working knowledge of value based purchasing and meaningful use criteria.
Working knowledge of Employee Engagement.
Working knowledge of Medical Terminology insurance required.
Effectively maintains leadership in a group environment and promotes teamwork.
Demonstrates strong grammar and spelling skills.
Uses clear and concise language.
Requires excellent verbal communications, telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies.
Ability to demonstrate and convey a favorable image of the organization and to conform to proper standards of professional dress, attitude, and demeanor.
Requires proficiency in PC usage and keyboard.
Ability to perform with accuracy and attention to detail.
Excellent time management skills.
Excellent customer service orientation.
Ability to manage multiple work priorities.
Special Knowledge, Skills and Abilities
The Clinic Manager should be able to demonstrate a record of increasing job responsibility linked to the accomplishments in health care management.
Mature judgement, strong communications 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 Working Title: Clinic Manager Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: $22.59 - $31.09/hr: Commensurate with experience Employee group: Full Time Schedule: Monday - Friday, 8:30 am - 5:00 pm/ 37.5 hrs per week Exempt Status: Exempt Location: 24-MD:JH at Greenspring Station Department name: 10002859-SOM OB GYN Reproductive Endocrinology 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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