Clinic Manager

The Department of Medical Psychology is seeking a Clinic Manager who will be responsible for managing the clinical operations and safety for three clinics (Medical Psychology (SOM), Cortical Function Lab (JHH) and Behavioral Medicine (SOM at JHBMC). This role will also be responsible for the operations and daily supervision of personnel of the outpatient clinic as well as responsible for assuring the smooth flow of patients, managing staff, and refining operations to improve patient, family, provider and employee satisfaction. This individual reports to the Medical Psychology Division Director. This position has operations management and financial responsibility and works collaboratively with the Division’s leadership team to meet clinical practice goals and objectives.

Specific Duties and Responsibilities

• Manage day-to-day clinical operations of a satellite practice location.
• Work with administrative and physician leadership to establish policies and procedures where changes are needed.
• Manage the process for maintaining adequate staff.
• Secure and coordinate training of employees.
• Forecast staffing needs and adjustments, as needed.
• Manage the process for yearly evaluation of staff members.
• Collaborate with administration on clinical operations, process improvement projects, and initiatives directly related to the clinics and primary metrics.
• Serve as EPIC Super-user for EMR troubleshooting and process change/enhancements for staff and providers.
• Monitor quality and safety measures for practices and maintain knowledge of key metrics.
• Oversee clinic reimbursement, revenue, insurance, billing, and RUVS, and clarify reimbursements and billing for e-consults.
• Work with clinic and divisional leadership to identify opportunities and create action plans to improve performance.
• Regularly report on performance and initiatives to providers and division leadership.
• Monitor Patient Satisfaction for the outpatient clinic practices.
• Review patient satisfaction reports with Leadership and ensure that they are distributed to physicians and staff.
• Develop annual action plans, as needed.
• Provide and/or coordinate service excellence training, as needed.
• Monitor operational metrics and develop reports including access, volumes, number of patients served, show rates, provider cancellations, room utilization and other selected metrics to assess outpatient activity by provider.
• Provide recommendations and action plans to effectively manage the clinics.
• Work with the Medical Director and department leadership to assess practice performance.
• Identify ways to support the providers in optimizing their clinic sessions.
• Develop corrective action plans as needed.
• Assist with basic data analysis needs at the direction of manager or clinic leadership.
• Manage reports in clinic’s EMR to assist with operations and quality of care.
• Serve in a liaison role with the Department’s Central Scheduling to monitor and track appointment scheduling and registration actively, including call volumes, registration audits, and template management.
• Manage clinic schedules and Epic templates for the practice, including providers, residents, therapists, Psychometric technicians, nurses, and resources.
• Assist with fellowship process for clinics.
• Assist the department leadership in onboarding of new providers and Fellows.
• Serve as a liaison with the Patient Relations Department. Investigate and respond to patient complaints as appropriate.
• Coordinate the hiring, training, supervision, discipline, and all other related staff performance issues along with division’s human resources representative.
• Handle accounts payable, including working with utility companies, vendors and contractors.
• Coordinate the purchase of office supplies, medical supplies, ordering of test.
• Reimbursements for clinics.
• Other duties as assigned.

Minimum Qualifications

• Bachelor's Degree
• Three years related experience.
• Previous supervisory experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Master’s Degree in Health Administration or business.
• Experience working with Epic Cadence/Prelude and Epic Care Ambulatory.
• Management experience.