We are seeking an Ophthalmic Clinic Manager oversees all clinic staff, both administrative and clinical, in a fast paced, outpatient clinical practice. This position is responsible for supervising, developing and implementing performance improvement for staff including Patient Service Coordinators, Surgical Scheduling Coordinators, Medical Office Coordinators, Ophthalmic Technicians and Scribes. They will also manage all administrative and clinical aspects of the patient encounter to promote safety, efficiency and excellent customer service.
Specific Duties & Responsibilities
Hires, trains, supervises, disciplines and develops all staff and their skill sets.
Continually monitor accuracy and efficiency of technical staff
Ensures staff are fully familiar with work expectations and have all necessary tools and resources to deliver exceptional service to patients and to achieve success in their positions.
Monitors staff members' daily work performance and conducts merit reviews with input from Medical Director and faculty.
Continually monitors and measures patient flow. Implements, adjusts improvement initiatives as needed.
Reviews patient satisfaction survey results. Creates and/or changes interventions to achieve consistently high 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.
Oversees all aspects of daily clinic operations including registration process, phone services, insurance verification, and collection of copays and time of service payments.
Co-chairs with Medical Director in conducting regular meetings to ensure all personnel are appropriately informed and updated about clinic policies and objectives.
Analyzes metric reports and employee satisfaction surveys. Develops improvement initiatives as needed.
Onboards new physicians / residents to clinic processes.
Maintains close oversight of scheduling and template management to minimize schedule gaps.
Masters the Epic electronic medical record system and offers support to staff and faculty as needed.
Allocates clinic resources (technicians, exam rooms, supplies, etc.) fairly and equally for all providers.
Oversees expenses for resources in order to meet budget expectations.
Attends Wilmer departmental meetings, serves on assigned committees, communicates and implements policies and procedures from those activities.
Works with Wilmer Development and Marketing to promote clinical services.
Secondary: Provides Direct Support to Registration & Technical Staff as Needed. Such Support May Include
Registers patients, verifies demographic and insurance information.
Obtains required authorizations/referrals.
Informs patients about relevant charges.
Collects and reconciles copay and other time of service payments.
Guides patients to appropriate resources for further information or assistance.
Scope of Responsibility
Knows the formal and informal departmental goals, standards, policies and procedures.
Is sensitive to the interrelationship of both people and functions within the department.
Will function as a member of a team of managers/supervisors/lead technical personnel, working to promote a problem-solving atmosphere and cohesive and effective teamwork between all levels of personnel and divisions.
On a regular basis, exercises professional administrative judgment and assumes responsibility for decisions, consequences, and results that have an impact on people, costs, and/or quality of service.
Directs the activities of two or more full-time staff with authority to hire, fire, and discipline.
Exchanges information tactfully and persuasively using good oral and written communication skills.
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
Ophthalmic technician experience not required, but preferred.
Knowledge of electronic medical record systems, medical insurance, medical terminology, and Microsoft computer applications.
Classified Title: Clinic Manager Working Title: Wilmer Eye Institute Clinic Manager Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: Commensurate with experience Employee group: Full Time Schedule: Monday - Friday, 8:30am -5:00pm Exempt Status: Exempt Location: School of Medicine Campus Department name: SOM Ophthalmology Comprehensive Eye Services Personnel area: School of Medicine
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:
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.
The successful candidate(s) for this position will be subject to a pre-employment background check.
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.
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