Clinic Supervisor - Military Veterans

The Department of Medicine is seeking a Clinic Supervisor to coordinate day-to-day operations for the Division of Gastroenterology Clinic and Infusion Center at Sibley Memorial Hospital. This role is responsible for coordinating with insurance providers for medications, procedures, radiology, laboratories, and other diagnostic studies. The Clinic Supervisor troubleshoots and resolves problems as they arise, working closely with partnering stakeholders. The position requires maintaining active knowledge of insurance regulations and routine coordination with the Office of Managed Care at Johns Hopkins Medicine.

Specific Duties & Responsibilities

Insurance Coordination and Authorization

• Assist in submitting required forms using various modalities to patient insurers for approval of medications, laboratory studies, endoscopic interventions, and other physician-ordered interventions.
• Determine the urgency of requests and manage time and work queues appropriately.
• Collaborate with various team members electronically or telephonically to ensure real-time understanding of the status of requests.
• Educate providers and staff on utilization and medical management processes.
• Advise patients and providers of alternate and approved therapies when initial requests are denied.
• Maintain working knowledge of patient assistance programs.
• Document properly in the EHR.
• Submit and monitor work orders to resolve facility, network/hardware issues, and telephone/fax issues.
• Work proactively to prevent lapses in patient care due to expired authorizations.
• Review and reconcile between QGenda and Epic for providers covering infusion and clinic.
• Place orders for clinic and infusion supplies through SAP and CSC systems.
• Assign providers for infusion visits.
• Verify insurance eligibility for infusion patients and clinic visits.

Team Coordination and Communication

• Onboard new employees and provide training.
• Manage room availability for provider add-on visit requests.
• Communicate schedule changes and modify assignments as needed.
• Assist team members in troubleshooting issues during the manager?s absence.
• Ensure infection control and environmental care standards are followed by completing internal audits.
• Utilize systems and databases (EPIC, Tableau, etc.) to develop and maintain reports detailing access performance, volumes, provider utilization, patient satisfaction, safety, compliance, and other pertinent decision support tools and management reports.

People Management

• Hire, train, supervise, manage performance, and handle all related staff performance issues.
• Complete annual reviews for staff.
• Approve all vacation and sick time requests and coordinate vacation schedules among the PSC/MAs.
• Ensure compliance with HR issues, including E210 Compliance, Weather Emergency Responsibilities, HIPAA Certifications, EPIC Recertification, etc.
• Review required staff licenses and certifications annually.
• Monitor and approve staff e210s.

Operations Management

• Responsible for the day-to-day clinical operations of the Gastroenterology and Infusion Center at Sibley Memorial Hospital.
• Ensure the clinic is appropriately staffed to meet operational needs.
• Resolve scheduling conflicts, monitor room utilization, and maintain clinic patient flow.
• Streamline and improve current business practices by partnering with GI Administration.
• Conduct monthly staff meetings to relay changes or updates.
• Attend required Practice Management Meetings each month and participate in other JHM work groups and/or committees related to clinic operations, disseminating information to staff and leadership as needed.

Patient Satisfaction

• Conduct patient interviews regarding service concerns, including staff interactions, clinic fees, billing problems, insurance requirements, clinic policies, and provider interactions.
• Manage patient complaints from a scheduling and clinical operations perspective, investigating all aspects and providing formal feedback to the Sr. Administrative Manager.
• Implement corrective actions to prevent recurring problems and ensure staff and providers are informed of appropriate future actions.
• Review patient satisfaction reports with Divisional Leadership and distribute them to physicians and staff at each site.
• Develop annual action plans with applicable sites.
• Provide or coordinate service excellence training as needed for the clinical site.

Special Knowledge, Skills, and Abilities

• Ability to exchange non-routine information using tact and persuasion as appropriate.
• Good oral and written communication skills.
• Adherence to guidelines regarding honest reporting of sensitive and confidential patient information.
• Understanding the importance/impact of data integrity as it relates to patients.
• Excellent organizational, time management, interpersonal, and communication skills.
• Attention to detail.
• Ability to manage multiple and competing priorities.

Minimum Qualifications

• High School Diploma or graduation equivalent.
• Four years related experience, including previous lead or supervisory experience.
• Understanding of changing reimbursement policies and third-party reimbursement.

• Additional education may substitute for up to one year of required experience to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Working knowledge of gastrointestinal diseases, common medications, and endoscopic procedures.

• Proficiency in standard software applications, databases, spreadsheets, and word processing.
• Two years or more of college.

Classified Title: Clinic Supervisor
Role/Level/Range: ATO 40/E/03/OF
Starting Salary Range: $41,438 - $71,955 Annually ($60,424 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: M-F 8a - 4:30p
Exempt Status: Exempt
Location: District of Columbia
Department name: ???????SOM DOM Gastroenterology
Personnel area: School of Medicine