Job Description

we are seeking a Clinic Supervisor in the department of Urology to coordinate the day-to-day clinic operations at the Green Spring Station Pavilion III outpatient clinic. Coordinates the efficient flow of patients, staff and providers in a busy clinic environment. Recommends, develops and implements initiatives to enhance clinical operations. Acts proactively to troubleshoot problems, resolves and diffuses patient, provider and clinical staff issues. Fosters a team environment and is a mentor for clinical staff. Ensures a positive patient centered experience by modeling, promoting and cultivating a commitment to customer service as evidenced by minimal waiting, appointment preparations, proper identification and rooming of patients, safe delivery of services.

Specific Duties and Responsibilities

Supervisor Functions

• Oversees the day-to-day operations.
• Responsible for planning, workflow management and oversight of the clinic.
• Phlebotomy and clinical support integrated within the provider clinic.
• Has primary and essential responsibility of for supervising clinic staff, training, establish policies and procedures and recommends changes when needed.
• Hires, orients, and provides day to day oversight of clinical service personnel including RNs, CMAs, and PSCs in collaboration with the Sr. Clinical Nurse.
• Review/approves staff members E210 on a daily basis.
• Analyzes clinical and office supplies, completing orders in SAP, and ensures that supplies are received in a timely manner.
• Conduct staff Performance Reviews in the SuccessFactors system to include Goal Setting, Introductory Reviews, Mid-Year, and Annual Reviews with staff.
• Understand each staff member’s role and responsibilities and recommend training when required.
• Ensures adequate staffing based on anticipated clinical and research patient volumes and acuity. Coordinates schedules and assignments based on needs and within practice guidelines with Sr. Clinical Nurse.
• Evaluates performance of clinical staff in collaboration with the Sr. Clinical Nurse, Executive Vice Chair, and administrative leadership.
• Identifies areas of weakness in personnel performance and intervenes appropriately. Implements progressive counseling or disciplinary action when appropriate.
• Develops standard operating procedures for areas of responsibility.
• Assures accurate completion of specimens and required documentation to ensure quality and adherence to JHH policies, protocol requirements, and ICH GCP guidelines.
• Participates in planning for new and amended protocols.
• Assists in the planning of protocol–specific activities and identify potential barriers to protocol compliance.
• Coordinates required annual in-services and other in-services as necessary.
• Resolves patient and provider complaints and recommends practice improvements relating to patient flow and team communication; when appropriate, escalates problems in a timely manner to the Assistant Administrator and Administrator when appropriate.
• Responsible for tracking patient volumes, research samples/tests, and documentation errors to identify patterns/trends to support corrective action, staff education and quality improvement.
• Actively participates on Ambulatory Operations Committee. Promotes and leads process improvement initiatives.
• Understand and can navigate EPIC and EPIC appointment templates.
• Function as Epic Super User for the clinic.
• Hold monthly staff meetings with the team in collaboration with the Sr. Clinical Nurse. Promote employee engagement and recognition.
• Ensures customer satisfaction for patients, families, and other guests.
• Resolve scheduling conflicts and maintain clinic patient flow.
• Review patient comments for GSS on a monthly basis. Conduct service calls with patients and families if needed.
• Demonstrates knowledge of daily payment reconciliation and cash management responsibilities.
• Review the Daily Reconciliation on a daily basis.
• Develop reports to track referral patients, data regarding physician availability, appointments and waiting periods.
• Maintain Clinic Compliance by developing a plan of actions to monitor clinical compliance with quality assurance guidelines and plan for implementation.
• Ensure all staff licensures are valid and up to date.
• Ensure all Joint Commission requirements are met with equipment, supplies, and policies.

Patient Service Coordinator Functions

• Maintain accurate information on each patient to facilitate the patient encounter and check-in process.
• Use automated systems to expedite patient scheduling, pre-registration, check-in, and check-out.
• Schedule patients for procedures, laboratory tests, medical examinations, and consultations. Relay information to patients regarding preparation for laboratory tests and examinations.
• Coordinate visits either within the department or between several departments.
• Telephone and interview patients and/or family members to obtain accurate pre-registration information and to confirm appointments.
• Print and mail directions, maps, fee schedules, and department specific information to patients.
• Send medical questionnaire forms to patients to obtain missing information.
• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Obtain and/or verify patient's demographic data by phone or in person.
• Confirm appointments by telephone and/or mail.
• Obtain pre-certifications as required by patients' health care insurers or managed care providers.
• Inform patients of costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in arranging patient transportation.
• Answer phones and provide routine information to callers.
• Coordinate administrative tasks if a patient has to be admitted to the hospital, so the patient may go directly to the floor.
• Collect time of service payments, issues receipts, and prepare cash settlement records.
• Input diagnostic and procedure codes into Epic for computer billing.
• Discuss patient charges, if appropriate, with patients and/or patients' families.
• Mail lab and patient result letters, file, create and maintain paper and electronic patient charts, provide accurate and timely messages to MDs, fulfill HIPAA compliant ingoing and outgoing medical records requests, manage incoming and outgoing faxes, provide accurate appointment entry/check in/ check out.

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

• Requires an understanding of changing reimbursement policies and third-party reimbursement.
• Working knowledge of a urology outpatient clinic.

Classified Title: Clinic Supervisor
Job Posting Title (Working Title): Clinic Supervisor (Urology)
Role/Level/Range: ATO 40/E/03/OF
Starting Salary Range: $44,200 MIN-$76,752 MAX ($60,500 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F, 8:30am - 5:00pm
FLSA Status: Exempt
Location: JH at Greenspring Station
Department name: SOM Uro Urology
Personnel area: School of Medicine