Germantown - Silver Spring, Maryland
Location: Baltimore, Maryland
Internal Number: 108441-en_US
We are seeking an Ambulatory Services Manager (ASM) who will be reporting to the Assistant Administrator of Physical Medicine and Rehabilitation. The ASM is responsible for the improvement of outpatient clinical operations for the Department, including new program development, improvement of existing programs and processes, and development of balanced scorecards to monitor performance of clinical operations at the Johns Hopkins Hospital Medical Campus and Bayview Medical Center.
Daily oversight of the operation with clinical supervisors to include: budget management such as increase in revenue and reduction in operating expenses, the hiring, supervision, staffing, evaluation and discipline of assigned staff. Must work effectively with providers and other staff to develop and implement common priorities and goals related to providing optimal customer service, maximizing operational efficiency, assuring financial viability and rendering high quality health care services. Demonstrate through leadership example, visible organizational support and a positive attitude to create a positive work environment and enhance provider and staff morale. Responsible for fostering a positive relationship with the local community served by the health center.
Within scope of this position, the outpatient ambulatory clinical operations of the Department will consist of clinics located at the Johns Hopkins Hospital, JHOC and Meyer 1 & 2, Johns Hopkins Bayview Medical Center. The ASM proactively assesses and implements appropriate processes to ensure that all facets of clinic practice management are effectively addressed. This may include: scheduling efficiency, complete and accurate registration, insurance referral and preauthorization requirements, patient relations and satisfaction, clinical regulatory compliance, and program marketing.
Specific Duties & Responsibilities
- The ASM will work with the Departments Human Resource Business Partner and the Clinic Supervisors to recruit, hire, train, supervise, and evaluate clinical, administrative and office support staff. The ability to work in a team environment is essential to this position.
- Perform miscellaneous related duties as assigned.
- Knows the informal and formal department goals, standards, policies and procedures which may include familiarity of other departments within the school. Is sensitive to the interrelationship of both people and functions within the Department.
- Works collaboratively with the Assistant Administrator and other Department representatives of PM&R to coordinate operational and administrative issues related to business planning, financial analysis, revenue enhancement activities, and multidisciplinary clinical activities. Ensures that goals and plans are disseminated to and understood by staff via in services, planning retreats, training, correspondence, etc.
- Approve vacation and sick requests and coordinate vacation schedules with Supervisors. Ensure compliance with HR issues, i.e. E210 Compliance, Effort Reporting, Weather Emergency Responsibilities, and Annual Training to include Compliance, HIPPA and other certifications as determined by job role.
- Attends JHM Practice Management Meetings each month. Participates in other JHM work groups and/or committees as related to clinic operations.
- Ensure clinic sites understand and comply with the standards or requirements of The Joint Commission, Center for Medicare and Medicaid Services, and other regulatory agencies. Work with the JHH Regulatory Affairs Office, JHHS Compliance Office, JHU CPA, and Office of Billing Quality Assurance as needed to clarify and address requirements.
- Develop, maintain, and update the Departments Clinic Operations policies and procedures. Ensure that the Departments clinic practices conform to applicable policies and procedures of Johns Hopkins Hospital (JHH) and Johns Hopkins University Clinical Practice Association (CPA).
- Provides monthly ambulatory clinic practice reports, by site, provider and sub-specialty, to Departmental Leadership. Reports to include access, volumes, show rates, provider cancellations and other selected metrics to assess outpatient activity by provider compared to prior fiscal year.
- Ensure that all personnel and faculty have fulfilled requirements set forth by external regulatory agencies or internal regulatory bodies (e.g. systems training, risk management).
- Manages patient complaints from a scheduling and clinical operations perspective, investigating all perspectives of situations and providing formal feedback to the Administrator. Implements corrective actions, as indicated, to ensure that the problems are not replicated. Ensure that staff and/or providers are informed of appropriate future actions. Coordinates as needed with Patient Relations.
- Monitor Patient Satisfaction for the outpatient clinic practices and review reports with Department Leadership. Work with sites, as applicable, to develop annual action plans
- Collaborate with PM&R HR Business Partner to prepare job descriptions for posting/recruitment, annual merit increases/salary adjustments, and other HR issues.
- Coordinate hiring, training, supervision, discipline, and all other related staff performance issues along with the departments human resources representative.
- Participate in the implementation of system capabilities to support registration, scheduling, billing, medical records, and communication to referring physicians.
- Work with the Clinical Directors and Department Leadership to assess practice performance. Identify ways to support the providers in optimizing their clinic sessions. Develop corrective action plans as needed.
- Maintains regular communication and follow-up with program and department contacts regarding pending insurance, coverage and other payment-related matters. Performs weekly quality assurance audits of work to ensure accuracy. Communicates regular updates to key stakeholders.
- Seek to streamline and improve current business practices by partnering with Assistant Administrator, Access Services, and other Departmental Administration. Develops appropriate workflows to ensure maximum output and accuracy. Resolves scheduling conflicts and monitors room utilization
- Responsible for establishing and implementing an efficient work flow of patients and paperwork, managing the clinical administrative staff, refining operations to improve patient, family, provider and employee satisfaction.
- Interfaces with the Departments Access Services Supervisor to monitor and track appointment scheduling and registration actively, including call volumes, registration audits, and template management.
- Conduct monthly staff meetings.
- Collaborates with administrative, physician and therapy leadership to establish policies and procedures where changes are needed.
- Responsible for the day-to-day clinical and programmatic operations of the Department located at the Johns Hopkins Hospital and Bayview Medical center. Assures that the clinics are appropriately staffed to meet operational needs.
- Bachelor's Degree, with Master's Degree in Business Administration or Health Care Management preferred.
- Four years related experience. Previous supervisory experience required. Requires an understanding of changing reimbursement policies and third party reimbursement.
- Additional education may substitute for experience to the extent permitted by the JHU equivalency formula.
- Master's Degree strongly preferred.
Classified Title: Ambulatory Services Manager
Working Title: Ambulatory Support Services Manager
Starting Salary Range: $52,230 - $71,890 - $91,550 annually (Commensurate with experience)
Employee group: Full Time
Schedule: M-F, 8:30a-5p
Exempt Status: Exempt
Location: School of Medicine - East Baltimore Campus (Hybrid)
Department name: SOM PMR General Administration
Personnel area: School of Medicine
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/
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. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.
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