Clinical Operations Manager
2 weeks ago
We are seeking a highly skilled and experienced Clinic Manager to join our team at the Reproductive Endocrinology and Fertility Center. As a Clinic Manager, you will be responsible for overseeing the day-to-day clinical operations of the center, ensuring the smooth flow of patients and paperwork, and managing the administrative staff.
Key Responsibilities:- Oversee the clinical operations of the Reproductive Endocrinology and Fertility Center, including managing the administrative staff and ensuring compliance with regulatory requirements.
- Develop and implement policies and procedures to improve patient satisfaction and quality of care.
- Collaborate with the Nurse Manager and Clinical Director to identify opportunities for process improvement and implement changes to enhance clinical operations.
- Manage the process for maintaining adequate staff for both REI and Art Lab PSC, including forecasting staffing needs and making adjustments as needed.
- Secure and coordinate training of employees as needed, including generating Nexus requests and following up with staff.
- Monitor quality and safety measures for practices and maintain 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 with 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 the 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.
- Serve as 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 machines/telephones and printers in working condition. Place work orders for all identified broken equipment or maintenance within the clinic and work with the 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 policies 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, and other clinics.
- Ensures Clinic complies with the standards requirements of the Joint Commission, Center of Medicare and Medicaid Services, and other regulatory agencies.
- Work with the Regulatory Affairs Office, and JHHS compliance office, billing quality assurance as needed, and addressing requirements.
- Monitor GSS REI and ART lab time of service collections and prepare 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.
- Verifying demographic and insurance information.
- Bachelor's Degree.
- 3 years related experience.
- Previous supervisor experience.
- 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.
- Five years of experience in a healthcare 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.
- Scheduling appointments.
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