We are seeking a Clinic Supervisor 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. This individual should ensure that accurate and detailed information on each patient is maintained in order to facilitate a successful patient encounter.
This role implements and improves processes that expedite patient scheduling, pre-registration, and check-in, and overall operations. The Clinic 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.
Specific Duties & 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.
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
Manager Administrative Responsibility:
Provides day-to-day oversight of the PSC staff to include but not limited to developing PSC work schedules to ensure appropriate staffing levels, PSC time and attendance, completing annual performance reviews, performance management to include disciplinary action as needed.
Acts as a resource and preceptor for Patient Service Coordiantors.
Participates in staff meetings by providing constructive input and facilitating problem-solving.
Identifies opportunities for performance improvement and provides input for the development of solutions as well as mentorship and guidance.
Identifies and uses a variety of resources to validate patient care decisions.
Assists Clinic Manager with employee engagement and planning of special staff morale events.
Assists Clinic Manager in maintaining and optimizing efficient and effective clinic workflow.
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 Qualifications (Mandatory):
High School Diploma or GED,
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.
Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.*
* 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.
Special Knowledge, Skills & Abilities:
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.
Classified Title: Clinic Supervisor Role/Level/Range: ATO 37.5/03/OF Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Monday-Friday 8 AM - 5 PM Exempt Status: Exempt Location: JH at Greenspring Station Department name: SOM Ortho Bay Greenspring Clinic Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
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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.
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