Clinic Supervisor (Ophthalmology)

Johns Hopkins, founded in 1876, is America's first research university and home to nine world-class academic divisions working together as one university.

We are seeking a Clinic Supervisor who will oversee and directs the daily activities of the registration staff in high-volume multi-specialty (Cornea and Uveitis) sub-specialty clinics, to ensure a smoothly functioning office and good patient relations. Provides direct support and is the primary contact for registration staff on operational and administrative tasks including those related, but not limited to authorizations, scheduling, registration, and insurance questions. Serves in supervisory capacity to orient, train, and direct new patient service coordinators (PSC), and medical office coordinators (MOC). Manages PSC’s weekly schedules to ensure adequate coverage/support. Serves as primary resource in a team-focused environment. Addresses patient questions and concerns. Resolves issues promptly and accurately. Uses electronic medical record system to document all interactions with patients. Works with payors to learn requirements and obtain necessary authorizations for clinical procedures, services, medication and supplies. Acts independently with professionalism and efficiency.

Specific Duties & Responsibilities

• Trains new patient service coordinators and serves as lead for current PSC staff and other Medical Office Coordinators.
• Oversees and directs the day-to-day activities of PSCs and other medical office coordinators.
• Assists with patient scheduling and registration, check-in/check-out and coordination of cancellation and rescheduling of clinics
• Acts as subject matter expert for practice regarding insurance information, both government and commercial.
• Routinely addresses complex situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used. Examples may include working with VIP patients, international patients, insurance and unique scheduling situations.
• Educates patients authoritatively about their coverage and payment responsibilities.
• Obtains pre-certification/authorization and/or referrals as required by payors for clinical procedures, services, medication, in collaboration with the Retina Drug Coordination Team and Holabird Pharmacy Services.
• Ensures patients understand and sign all necessary documentation related to insurance coverage (e.g. Advance Beneficiary Notice form, Exclusion of Benefits form, etc.).
• Collects payment/s from patients as needed.
• Follows protocol for time-of-service collections.
• Documents insurance information in the patient’s electronic medical record system accurately.
• Reviews schedules in advance to verify insurance requirements and scheduled procedures and services requiring pre-authorization have been obtained.
• Stays current on notices from payors on requirements for prior authorizations on new procedures, services and medications.
• Acts as primary point person for questions from interdisciplinary divisions such as the Call Center and other Wilmer clinics for questions pertaining to the Uveitis service.
• Resolves patient questions promptly. Involves other staff/faculty or divisions as needed (e.g. billing).
• Monitors In-Basket messages daily.
• Runs weekly and monthly reports to monitor volume, completion rate and staff productivity.
• Participates in tasks needed to ensure compliance with regulatory requirements.
• Monitors flow of registration workflow; recommends and implements improvements.
• Acts as a resource for the Fellowship program: Responsible for Administrative tasks associated with the interview, credentialling, and on-boarding of at least 1 Fellow per year.
• Offers administrative assistance to each of the five faculty.
• Other duties as assigned.

Minimum Qualifications

• High school diploma or graduation equivalent
• Four years of related experience, including previous lead or 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

• Bachelor's Degree
• Related ophthalmology experience
• Experience with Johns Hopkins clinical systems.
• Medical terminology
• Knowledge of medical insurance coverage

Classified Title: Clinic Supervisor
Role/Level/Range: ATO 40/E/03/OF
Starting Salary Range: $44,200 - $76,752 Annually ($68,588 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday-Friday, 8:30 am - 5:00 pm
FLSA Status: Exempt
Location: School of Medicine Campus
Department name: SOM Oph Uveitis
Personnel area: School of Medicine