Clinic Manager (Ophthalmology)

We are seeking a Clinic Manager who will oversee all clinic staff, both administrative and clinical in a fast paced, residency based, multi-specialty outpatient clinical practice. Including, but not limited to Patient Service Coordinators, Surgical Scheduling Coordinators, Medical Office Coordinators, 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.
• 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 reports employee satisfaction surveys.
• Develop improvement initiatives as appropriate.
• Orients new physician / residents to clinic processes.
• Maintain close oversight of scheduling and template management to minimize gaps in physician schedules.
• In collaboration with the Residency Coordinator, manages all clinical schedules and 15 resident rotation schedules within New Innovations software according to the guidelines of the Wilmer Education Committee.
• 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 promote 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.

• 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, to the extent permitted by the JHU equivalency formula

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

Classified Title: Clinic Manager   
Role/Level/Range: ATO 40/E/03/OG  
Starting Salary Range: $51,688 - $90,584 Annually ($78,963 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Monday-Friday, 8:30 am - 5:00 pm 
FLSA Status: Exempt 
Location: School of Medicine Campus  
Department name: SOM Oph Residency Service  
Personnel area: School of Medicine