Clinic Supervisor (Orthopaedic Surgery)

The Johns Hopkins Department of Orthopaedic Surgery is seeking a Clinic Supervisor. The responsibility of the Clinic Supervisor is to coordinate the daily clinical operations of the Orthopaedic Surgery Clinic at Johns Hopkins. The Orthopaedic Surgery Clinic is committed to providing excellent clinical care while seeking to better understand the causes, treatments, and best treatment approaches for orthopedics and related conditions. As such, the clinic requires the experience of a highly functioning supervisor to lead and ensure smooth functioning of the front desk and back office operations, medical assistants, and patient service coordinators, and to independently resolve any scheduling issues, customer service complaints, third party insurance issues and interdepartmental coordination problems whenever necessary.

This position will supervise and assist the patient service coordinators and medical assistants during scheduled clinic days. The clinic supervisor must provide friendly, courteous, and confidential assistance to patients, staff, and physicians to ensure that the patient has a positive experience within Orthopaedic Surgery. The supervisor should ensure that accurate and detailed information on each patient is maintained in order to facilitate a successful patient encounter. The supervisor implements and improves processes that expedite patient scheduling, pre-registration, and check-in, and clinical care and overall operations. The supervisor Monitors front desk financial processes (e.g., billing accuracy, time-of-service collections) and escalates issues to the Manager when patterns or problems arise. Lastly, the supervisor directs the work of others and promotes a team environment while exhibiting professionalism and exemplary customer service skills.

Specific Duties & Responsibilities

• Provides direct oversight of Patient Service Coordinators and Medical Assistants, exercises delegated authority for daily operational decisions, and actively supports front-line work during peak demand to ensure smooth clinic function.
• Troubleshoot and use judgment in resolving problems as they arise. Involve other parties as necessary to establish buy-in and delegation of work.
• The supervisor demonstrates problem-solving skills as they relate to patient care activities, provides guidance for and acts as a role model for Medical Assistants and Patient Service Coordinators.
• Serve as liaison for the group with the billing office and department administration. Ensure that completed patient visits and procedures and medications are pre-authorized by third party payers, managed care organizations, and HMO's.
• In close partnership with health care team, assures smooth and efficient patient flow and clinical operation.
• Organizes patient care activities based on assessment findings.
• Develop skills of employees to optimize overall clinic performance. Ensure employee compliance training is up to date.
• Identifies workflow challenges and provides recommendations to the Manager for consideration. Implements process changes once approved.
• Monitor front desk financials such as time of service collections, registration issues that prevent a clean claim from being submitted. Encourage / promote excellence in these areas with staff.
• Resolve scheduling conflicts, monitor clinic utilization, and maintain clinic patient flow.
• Conduct patient interviews regarding clinic fees, billing problems, and insurance information.
• Research issues relating to billing or charge capture; discuss issues with appropriate staff and or physicians and take necessary measures to resolve issues.
• Intervene as necessary, on issues relating to patient complaints, health care providers concerns, and operational issues; take measures to correct situations or ensure appropriate personnel are involved. Assist staff directly in answering the phones, patient registration and discharge, and other clinic operations that fall behind at peak times of the day.
• Collects and organizes operational data (e.g., patient flow, appointment volumes) for Manager review. Supports reporting needs as requested.
• Monitor clinic compliance with quality assurance guidelines and make arrangements for inadequate working order and schedule maintenance.
• Promote service excellence to ensure patient, staff and physician satisfaction as outlined in the Service Excellence Standards of Behavior employee reference guide.
• Recognizes emergency situations and implements emergency procedures according to clinic guidelines. Administers first aid, CPR, and maintains emergency equipment and supplies.
• Serves as a resource for Medical Office Coordinators and Patient Services Coordinators with regard to clinical and non-clinical activities.
• Be present on the floor as needed to support staff with duties related to the clinic visit.
• Order medical, office, and educational supplies.
• This description is a general statement of required duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

Administrative Responsibility :

Minimum Qualifications

Preferred Qualifications

Classified Title : Clinic Supervisor

Role / Level / Range : ATO 40 / E / 03 / OF

Starting Salary Range : $44,200 -$76,752 Annually ($60,000 targeted; Commensurate w / exp.)

Employee group : Full Time

Schedule : M-F 7a-8p Rotating

FLSA Status : Exempt

Location : JH at Columbia Center

Department name : SOM Ortho Adult Division

Personnel area : School of Medicine

Total Rewards

The referenced base salary range represents the low and high end of Johns Hopkins University's salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education / training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here : https : / / hr.jhu.edu / benefits-worklife / .

Education and Experience Equivalency

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines : JHU Equivalency Formula : 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.

Applicants Completing Studies

Applicants who do not meet the posted requirements but are completing their final academic semester / quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion .

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEOis the Law

https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information

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 Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https : / / accessibility.jhu.edu / .

Vaccine Requirements

Johns Hopkins University requires all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.

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.