The Clinic Supervisor 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. He/She 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 staff and their skill sets.
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 and 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 appropriate.
Onboards new physicians / residents to clinic processes.
Maintains close oversight of scheduling and template management to minimize gaps in physician schedules.
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 staff as needed. Such support may include:
Registers patients, verifies demographic and insurance information.
Obtains required authorizations/referrals.
Answers incoming calls.
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 and continuous 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 within the functional area.
Directs the activities of two or more full-time staff with authority to hire, fire, and discipline.
Exchanges routine and non-routine information tactfully and persuasively using good oral and written communication skills.
Minimum Qualifications (Required)
High School Diploma or GED.
Four (4) years related experience.
Previous lead or supervisory experience required.
Requires an understanding of changing reimbursement policies and third party reimbursement.
Additional education may be substituted for years of related experience.
Knowledge of electronic medical record systems, medical insurance, medical terminology, and Microsoft computer applications.
Special Knowledge, Skills, and Abilities
Exhibits strong oral and written communication skills.
Handles difficult situations with tact and diplomacy.
Serves as a model for exemplary customer service.
Builds effective professional relationships with faculty, patients, and staff.
Possess problem solving and organizational skills as well as a strong personal and professional commitment to quality patient care and service excellence.
Ability to stand, walk or sit for an extended period of time
Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard.
Classified Title: Clinic Supervisor Working Title: Wilmer Eye Institute Clinic Supervisor Role/Level/Range: ATO 37.5/03/OF Starting Salary Range: $38,649.12 - $53,166.96 / Commensurate with Experience Employee group: Full Time Schedule: Monday - Friday, 8:30a - 5:00p/ 37.5 hrs per week Exempt Status: Exempt Location: 04-MD:School of Medicine Campus Department name: 10002993-SOM Oph Comprehensive Eye Svc Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
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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