Clinic Manager (Ophthalmology, Anterior Segment)

We are seeking a Clinic Manager who will oversee Patient Service Coordinators, Clinical Scheduling Coordinators, Medical Office Coordinators, Ophthalmic Technicians, and other service personnel in a fast-paced, high-pressure, clinical practice. Manages the staff along with all administrative aspects of the patient encounter to promote customer service excellence. Position reports to the Assistant Administrator with a dotted line relationship to the Medical Director. Coordinates the efficient flow of patients within a busy environment. Organizes department-wide scheduling functions and registration processes. Recommends, develops, and implements initiatives to enhance operations, assist in data collection, and maximize physician scheduling.

Using continuous process improvements, works to improve clinic operations and patient satisfaction. Fosters a team environment. Acts as a mentor for and developer of staff in all customer service-related activities.

Specific Duties and Responsibilities

Primary

• Responsible for ensuring the clinic delivers excellent service to each patient.
• Constantly monitors patient flow and acts to implement, measure, and adjust improvement initiatives.
• Reviews patient satisfaction survey results. Develops and implements interventions to impact scores.
• Leads efforts to coordinate care between divisions and satellites to ensure seamless service for patients.
• Acts as a patient advocate to resolve and diffuse questions and complaints.
• Works with the 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, Technicians, and other service personnel.
• Ensures 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 yearly merit reviews for staff with input from the Assistant Administrator and Medical Director. Addresses problem areas as necessary.
• Conducts regular meetings to ensure all personnel are appropriately informed and updated about clinic policies and objectives.
• Analyzes Glint - employee satisfaction surveys. Develop improvement initiatives as appropriate.
• Addresses physician requests timely manner. Orients new physician to clinic processes.
• Assures close oversight of scheduling and template management to minimize gaps in physician schedules.
• Manages Qgenda additions and schedule edit requests.
• In concert with the Medical Director, allocates exam rooms for physicians to achieve maximum utilization of clinic resources and equipment.
• In conjunction with Wilmer Information Systems personnel, coordinates and manages the use of the Epic scheduling system with Wilmer users. Continuously assesses problem areas and recommends / participates in training needs and / or provides detailed instruction / policy on improved methods for scheduling and registration to enhance the throughput of patients, as well as the accuracy of information.
• Assists with formulating and implementing expense allocation models.
• 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.
• Works with Lead technician to ensure compliance with Johns Hopkins quality assurance guidelines, Environmental Service requirements, and applicable accreditation organization standards (e.g. The Joint Commission).
• Works with the Fellowship coordinator to orient new fellows to the clinic, as well as oversee training and compliance.
• Works closely with the Wilmer Administration to ensure departmental standards are met.
• 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, and sister clinics.

Secondary

Minimum Qualifications

Classified Title : Clinic Manager

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

Starting Salary Range : $50,440 - $88,400 Annually ($78,936 targeted; Commensurate w / exp.)

Employee group : Full Time

Schedule : Mon-Fri 8 : 30am-5 : 00pm

FLSA Status : Exempt

Location : School of Medicine Campus

Department name : SOM Oph Anterior Segment

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.