Clinic Supervisor (Otolaryngology)

We are seeking a Clinic Supervisor in the department of Otolaryngology. The Clinic Supervisor coordinates and oversees the daily operations of the clinic and leads clinic staff to ensure smooth operations. The supervisor resolves or oversees the resolution of scheduling issues, customer service complaints, and third-party insurance issues. The supervisor implements and improves processes that expedite patient scheduling, pre-registration, check-in, and overall operational issues.

Specific Duties & Responsibilities

• Oversee the day-to-day operations of the clinic, clinic support staff, and division practices.
• Ensure that the clinic is appropriately staffed to meet the operational needs and fill in to assist front desk operations when necessary.
• Serve as a liaison for the group with the billing office and department administration.
• Ensure that patient visits and procedures, and medications are pre-authorized by third party payers, managed care organizations, and HMOs.
• In close partnership with the health care team, ensure smooth and efficient patient flow and clinical operations.
• Organize patient care activities based on assessment findings.
• Develop the skills of employees to optimize overall clinic performance. Ensure employee compliance training is up to date.
• Analyze clinic operating practices and make suggestions about personnel requirements, create new systems, and revise established procedures.
• Monitor front desk financials such as time-of-service collections and registration issues that may impact submission of claims. Encourage and promote excellence in these areas with staff.
• Resolve scheduling conflicts, monitor clinic utilization, and maintain clinic patient flow.
• Conduct patient interviews regarding clinic fees, billing problems, and insurance information.
• Research issues related to billing or charge capture; discuss issues with appropriate staff and physicians and take necessary measures to resolve issues.
• Intervene when needed on issues related to patient complaints, health care provider concerns, and operational issues. Take measures to correct situations or ensure appropriate personnel are involved.
• Assist staff in answering the phone, patient registration and discharge, and other clinic operations to ensure timeliness, especially at peak times of the day.
• Prepare and maintain clinic statistics and reports using database or spreadsheet software.
• Develop reports to track referral/consult patterns, data regarding physician availability, appointment waiting times, and missed appointments.
• Monitor clinic compliance with quality assurance guidelines and make arrangements for equipment orders and scheduled maintenance.
• Promote service excellence to ensure patient, staff and physician satisfaction as outlined in the Service Excellence Standards of Behavior employee reference guide.
• Recognize emergency situations and implement emergency procedures according to clinic guidelines.
• Serve as a resource for others in the group with regard to non-clinical activities.
• Assist staff with duties related to the clinic visits during peak performance times.
• Order medical, office, and educational supplies.
• Participate in staff meetings and provide constructive input and facilitate problem-solving.
• Supervise staff and identify opportunities for performance improvement and provide input and guidance.
• Identify and use available resources to validate patient care decisions.
• Assist clinic management in maintaining and optimizing efficient and effective clinic workflows.

Minimum Qualifications

• High School Diploma or graduation equivalent.
• Four years 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

• Prior Supervisor experience in a Dental Clinic preferred.