Clinic Manager

Specific Duties and Responsibilities

Leadership and Staff Development

• Recruit, train, supervise, and develop all clinic staff, including Patient Service Coordinators.
• Provide ongoing coaching and performance evaluations, including merit reviews with input from the Medical Director, Ambulatory Services Manager, Nurse Manager, and faculty.
• Address disciplinary issues promptly and professionally, ensuring compliance with organizational policies.
• Cultivate a team-oriented environment focused on continuous learning, growth, and exceptional patient service.

Clinic Operations and Performance Management

• Collaborate with the Ambulatory Services Manager to evaluate and optimize clinic utilization, ensuring resources are effectively aligned with patient and provider needs.
• Monitor and enhance the accuracy and efficiency of administrative and clinical workflows.
• Oversee patient flow processes, proactively identifying and implementing improvements to optimize efficiency.
• Analyze patient satisfaction survey results; design and implement strategies to achieve consistently high satisfaction scores.
• Ensure seamless coordination of care across divisions, departments, and satellite offices to promote an excellent patient experience.
• Resolve patient concerns and complaints with a focus on effective communication and advocacy.
• Maintain physical clinic spaces and equipment to ensure operational readiness and safety following Hospital Epidemiology and Infection Control (HEIC), Environmental of Care (EOC) and Ambulatory guidelines.
• Monitor and report quality metrics such as patient satisfaction, clinical outcomes, and operational efficiencies to leadership.
• Conduct compliance audits and implement corrective action plans as necessary.
• Participate in the development of clinic policies and procedures, ensuring alignment with institutional and Ambulatory guidelines.

Administrative and Financial Oversight

• Provide comprehensive administrative oversight and support across clinical sites at Greenspring, White Marsh, and GBMC as needed.
• Supervise all aspects of daily clinic operations, including registration, phone services, insurance verification, and collection of copays and time-of-service payments.
• Partner with the Medical Director, Ambulatory Services Manager, and Nurse Manager to co-chair regular meetings, ensuring clinic staff and faculty are informed about policies, objectives, and operational updates.
• Maintain clinic schedules and provider templates, ensuring optimal resource utilization and minimizing schedule gaps.
• Master the Epic electronic medical record system and serve as a resource for staff and faculty.
• Manage clinic expenses and resource allocation to meet budgetary goals.
• Partner with financial administrators to monitor clinic budgets, track variances, and implement corrective actions as necessary.
• Oversee the reconciliation of daily time-of-service payments, ensuring all transactions are accurately processed, documented, and deposited in compliance with Johns Hopkins Medicine revenue cycle policies.

Performance Improvement and Data Analysis

• Review and analyze metric reports, patient flow data, and employee satisfaction surveys to identify improvement opportunities.
• Design and execute improvement initiatives in collaboration with clinic leadership.
• Onboard new physicians and residents, ensuring seamless integration into clinic workflows.

Collaboration and Communication

• Partner with the Medical Director, Ambulatory Services Manager, and Nurse Manager to address clinical challenges and ensure compliance with safety and quality standards.
• Work closely with Senior Leadership and Marketing to promote clinical services effectively.
• Represent the clinic in departmental meetings and committees, communicating and implementing policies and procedures as needed.
• Onboard new providers and residents, facilitating their integration into clinic workflows.

Knowledge, Skills, & Abilities

• Provide hands-on support to registration and technical staff during high-demand periods.
• Assist with appointment scheduling, patient registration, insurance verification, and authorization/referral processes as needed.
• Inform patients about charges and collect payments at the time of service.
• Direct patients to appropriate resources for further assistance or information.

• Bachelor's Degree in Healthcare Management, Business Administration, or a related field.
• Minimum of three years of supervisory experience in a healthcare setting, preferably in outpatient clinic management.
• Proficiency in Epic electronic medical record systems or similar platforms.
• Strong leadership, organizational, and communication skills.
• Ability to analyze data, develop improvement strategies, and implement change effectively.
• Commitment to providing exceptional patient service and fostering a collaborative team environment.

• Prior supervisory experience.

Classified Title: Clinic Manager
Role/Level/Range: ATO 40/E/03/OG
Starting Salary Range: $50,440 - $88,400 Annually ($69,472 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday-Friday, 370.5 hrs/week
Exempt Status:Exempt
Location:JH at Greenspring Station
Department name: SOM Oto Clinic
Personnel area: School of Medicine