The responsibility of the Clinic Supervisor is to coordinate the daily front desk operations of the Orthopedics Health Care and Surgery Clinic in Green Spring Station. 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 administrative operations 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 clinic volunteers 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 overall operations. The supervisor is responsible for the financial operations of the front desk which include accurate, timely billing and collection of revenue owed. Lastly, the supervisor directs the work of others and promotes a team environment while exhibiting professionalism and exemplary customer service skills.
Duties and Responsibilities: • Troubleshoot and use judgment in resolving problems as they arise. Involve other parties as necessary to establish buy-in and delegation of work. • 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. • Supervise administrative support staff in the clinic, interpreting and communicating operating polices. Human resources duties include coaching, providing feedback, and taking disciplinary action when necessary. • Develop skills of employees to optimize overall clinic performance. Ensure employee compliance training is up to date. • Analyze clinic operating practices and make suggestions about personnel requirements creating new systems and revising established procedures. • 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. • Supervise the maintenance of physician, resident, and fellow templates in the patient scheduling system. • 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. • Prepare and maintain clinic statistics and reports using database or spreadsheet software; develop reports to track referral/consult patterns, data regarding physician’s availability, appointment waiting periods and unkept appointments. • 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. • Be present on the floor during peak performance to assist 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.
Minimum Requirements: Education:
High School Diploma or GED required.
Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.
Four (4) years related medical office, patient services or related experience required.
Previous lead or supervisory experience required.
Requires an understanding of changing reimbursement policies and third party reimbursement.
Knowledge, Skills and Abilities: The supervisor must demonstrate a history of strong organizational skills, analytical skills, customer service skills, and the ability to multi-task. Medical terminology and an advanced knowledge of windows, Microsoft Office and Internet are preferred. Additional requirements of high level of interpersonal, written and verbal communication skills are also essential. Previous ambulatory care experience is preferred. Experience with EPIC is preferred.
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. 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.
Classified Title: Clinic Supervisor Working Title: Clinic Supervisor Role/Level/Range: ATO 37.5/03/OF Starting Salary Range: $41,226-$56,711 (commensurate with experience) Employee group: Full Time Schedule: Monday-Friday, 8:00-4:30pm variable based on needs Exempt Status: Exempt Location: 24-MD:JH at Greenspring Station Department name: 10003459-SOM Ortho Bay Greenspring Clinic Personnel area: School of Medicine
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