We are seeking an Administrative Manager who will be responsible for overall administrative, financial and operations management activities for one or more Divisions in theDepartment of Otolaryngology. Coordination of all resources including physicians, fellows, and staff within division. This position is the management structure for continuous process improvement, enhanced communication, team building, conflict resolution, service excellence and improved patient satisfaction. This position may also assist with the coordination of research and education activities in the context of the divisional environment.
Specific Duties & Responsibilities
Responsible for ensuring assigned divisions deliver excellent service to each patient.
Maintain close oversight of scheduling and template management to minimize gaps in physician schedules.
Uses Tableau to run reports and monitor physician templates, scheduling and compliance with JH metrics. Consults with Division Chief and team on report data to identify strengths, weaknesses, and trends and develops plans for improvements.
Responsible for hiring, training, supervising, disciplining and developing Patient Service Coordinators, Medical Office Coordinators, CMAs and other administrative and clinical personnel. In some instances, may work in matrix reporting structure with the MOC Supervisor.
Ensures 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, Chief and/or faculty.
Conducts regular meetings to ensure all personnel are appropriately informed and updated about clinic policies and objectives.
Analyzes reports, employee satisfaction surveys. Develops improvement initiatives as appropriate.
Constantly monitors template utilization 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 defuse concerns and complaints.
Acts a liaison for patients and referring physicians to expedite appointments and referrals.
Facilitates referrals for both internal and external sources.
Works with Otolaryngology Billing Office to resolve complex billing issues for patients.
Monitors monthly budgets, processes e-forms and pre-approves faculty effort forms.
Orients new physician / residents to divisional processes.
Partners with clinic managers to ensure physicians have resources (equipment, technicians, exam rooms, supplies, etc.) for all providers to achieve maximum utilization of clinic resources
Assists in coordination and administration of clinic research as needed for the division, including coordination of required JHU/JHH documentation such as budget preparation, JCCI submission and annual renewals and adverse reaction event reporting.
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 expenses to ensure office spending is consistent with budgetary expectations.
Maintains working knowledge of billing, claims processing, and insurance carrier requirements.
Attends divisional 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, peer clinics.
Works with development and marketing to promote clinical services.
Works with department finance team to oversee division financial reporting, implement strategies to optimize financial position
Work with call center and department representatives on decision trees and call center optimization for division
Collaborate with supervisor of OR posting to optimize on operating room utilization for division.
Coordinate web marketing for division
Provides direct support to MOC staff as needed. Such support may include.
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 in Business, Finance, Accounting or other related field.
Five years progressively responsible professional-level administrative or financial experience related to monetary or non-monetary resources ofa department, center or unit.
Master's degree in a related field may substitute for required experience and additional experience may substitute for education, to the extentpermitted 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: Administrative Manager Role/Level/Range: ATP/04/PD Starting Salary Range: $61,070-$83,900-$106,710 (Commensurate with experience) Employee group: Full Time Schedule: Mon-Fri/37.5 Exempt Status: Exempt Location: Hybrid/School of Medicine Campus Department name: SOM Oto General Administration 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:
*JHU Equivalency Formula: 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.
**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
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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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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