Clinic Manager (DOM General Internal Medicine)
Johns Hopkins, founded in 1876, is America's first research university and home to nine world-class academic divisions working together as one university.
This position reports directly to the Clinical Directors of the two Division of Internal Medicine primary care clinics at the Levi Watkins Outpatient Center, and the Sr. Administrative Manager for GIM. We are seeking a Clinic Manager who will be responsible for clinical operations, oversight of staff, quality and safety, day-to-day operations, and patient satisfaction and provides support for the clinical work of the division’s faculty and the medical residents that see patients in the clinics.
Specific Duties & Responsibilities
Clinical Operations
- Manage day-to-day clinical operations of the division's two regulated outpatient locations, the LWOC GIM Faculty Practice and the LWOC Resident Medical Clinic. Work with administrative and physician leadership to establish policies and procedures where changes are needed.
- Coordinate clinician session and on-call schedules, including schedule changes and template adjustments through use of QGenda, and Epic, in coordination with the template center of excellence (TCoE).
- Collaborate with Operations Manager and Nurse Manager on clinical operations, process improvement projects, and initiatives directly related to the clinics and primary care metrics.
- Serve as Epic Super-user for EMR troubleshooting and process change/enhancements for staff and providers.
- Anticipate clinic and programmatic needs and implement new processes as needed, ensuring all staff are properly trained. Work with administrative and physician leadership to establish policies and procedures as appropriate.
- Participate and support divisional clinical process improvement initiatives and endeavors.
- Develop, maintain, and update the Division’s Clinic Operations Manual in conjunction with the Department of Medicine operations policy. Ensure that the division’s clinic practices conform to applicable policies and procedures of Johns Hopkins Hospital (JHH) and the Office of Johns Hopkins Physicians (OJHP).
- Assist with any necessary telecom updates or facilities requests as needed for the clinic. Serve as a liaison with IT/Epic help desk with reported issues and track to ensure resolution.
- 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.
- Maintain knowledge of clinic resources including offered services, care coordination personnel, policies and procedures, and clinical workflows. Collaborate with floor leadership and physician leaders to ensure communication about these resources to staff and providers.
- Assist the division administration in onboarding of new providers with the following: Supply orders: Lab coats, Business Cards, Name Plates; EPIC: Setting up Templates, Billing Area, and Scheduling
Patient Care and Services
- Assist patients, patients’ families, referring physicians, and third-party carriers to resolve patient related issues.
- Ensures efficiency in and effective patient scheduling, paperwork completion, and resolution of other patient needs necessary for their care.
- Acts in Medical Office Coordinator capacity when dictated by staffing need.
Human Resources
- Manage team of Medical Office Coordinators for GIM Faculty Practice and Medical Resident Clinic
- Ensure adequate staffing levels. Forecast staffing needs and make adjustments as needed. Develop staffing plans/coverage for absences or vacancies
- Secure and coordinate training of employees as needed in conjunction with the clinical trainer or team leaders.
- Communicate staffing issues and HR concerns with clinic leadership and division administration.
- Oversee the hiring, onboarding, training, and evaluation processes for staff on an ongoing/annual basis in conjunction with the Clinical Director.
Compliance and Quality of Care
- Report out to clinical leadership on requested topics such as patient satisfaction, clinical quality metrics, and clinical operational metrics including provider cancellations and current template sessions.
- Monitor quality and safety measures for practices and maintain knowledge of key metrics. 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.
- Maintain knowledge of Maryland Primary Care Program requirements and operational and quality metrics required of program. Ensure that clinics are meeting requirements and achieving and/or improving upon metric performance.
- Actively support the Comprehensive Unit-Based Safety Program (CUSP) for the clinics and engage in meetings for Continuous Quality Improvement (CQI).
- Ensure that the ambulatory clinic sites comply with the standards or requirements of The Joint Commission, Center of 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
Information Systems
- Uses various software applications, such as Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, and SAP.
- Experience in electronic health record Epic is preferred.
- Assist with basic data analysis needs at the direction of manager or clinic leadership. Manage reports in clinic’s EHR to assist with operations and quality of care.
Customer Service & Teamwork
- Respond to and resolve patient complaints within clinic and patient grievances directed to the clinic from Patient Relations.
- Monitor Patient Satisfaction for the outpatient clinic practices. Review patient satisfaction reports with Divisional Leadership and ensure that they are distributed to physicians and staff at each site. Work with sites, as applicable, to develop annual action plans. Provide and/or coordinate service excellence training as needed for clinic sites.
- Work collaboratively with both Divisional and other JHU administrative personnel.
- Must have strong interpersonal communication skills as well as organizational skills. Prioritization of administrative tasks and tracking is a requirement.
Minimum Qualifications
- Bachelor's Degree
- 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 beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
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