Clinical Operations Manager

Assists and guides the clinical operating activities for the Department. Provides high-level leadership and management of the operational and administrative activities to advance the Department's clinical and education mission. Responsible for the operations and daily supervision of personnel in all Urology outpatient ambulatory clinics. Functions as a manager of clinical business operations and an internal consultant in areas including coding, billing, and reimbursement, including third party and other compliance best clinical practices. Responsible for assuring the smooth flow of patients in clinical settings and refining operations to improve patient, family, provider, and employee satisfaction. Functions as an advisor to the Vice Chair, Administrator, and Clinical Faculty in tactical planning for the Department's clinical operations and serves as the Department's representative on appropriate clinical operation committees and internal/external work groups. Manages the clinical support staff, clinical facilities, and clinical equipment resources of the department in the process of enabling the delivery of the highest quality of clinical care. Oversees and directs hospital and physician clinical operations, as well as the implementation of major projects and programs as assigned by the Vice Chair and Administrator.

Specific Duties and Responsibilities:

ADMINISTRATIVE AND OPERATIONAL LEADERSHIP 50%:

• Works in partnership with Vice Chair and Administrator, and in coordination with the clinical division directors, to provide administrative oversight to clinical operations.
• Works with Director of Clinical Operations, Administrator, and Vice Chair to develop, communicate, manage and develop policies and procedures for the clinical operations of the department.
• Oversees the implementation and monitoring of clinical services, and sets guidelines for effective, efficient, and patient-centered clinical operations. Develops new clinical policies and procedures, as needed, to ensure smooth clinical operations. Makes recommendations to the Director of Clinical Operations, Administrator, and Vice Chair in the form of decision options.
• Creates and maintains an environment that promotes the safest possible standards, methods, and operations to assure the safety of our patients, clinical providers, and clinical support staff.
• Identifies, studies, and recommends solutions for clinical service problems.
• Ensures clinical space and clinical equipment inventories are maintained in compliance with SOM, JHHS, and governmental guidelines. Identifies opportunities to improve existing space utilization, and provides justification for additional space to the department, SOM, and JHHS.
• Manages the process for ensuring the required resources are available for clinical operations including, but not limited to, managing the process for order clinical supplies, establishing inventory management, and appropriate par levels.
• Works with appropriate groups and individuals to examine Joint Commission or other regulatory requirements, and develop implementation plans for incorporation into the clinical practice.
• Oversees and directs the implementation of major projects, programs and operational initiatives/changes as assigned by the Vice Chair and Administrator. Develops comprehensive plans for operational flow patterns, work flow and controls, ensuring consistency across the practice. Establishes proper monitoring measures.
• Maintains a consultative relationship with clinical division directors for strategic planning and operational matters.
• Together with clinical division directors, provides monitoring, consulting and supervision of the clinical practice managers/supervisors.
• Manages the process for maintaining adequate staffing to support clinical operations. Forecasts staff needed by new physicians and additional clinical offices while managing the process for review of overtime to improve staffing utilization and clinical operations.
• Fosters and maintains a close working relationship with JHH/JHBMC/SM ambulatory services leadership for the purpose of integrating hospital programs and policies with the clinical practice.
• Coordinates communication and organization among key stakeholders in relation to clinical practice activities that interface with the departmental operations.
• Works with clinical division directors and their managers/supervisors to plan and organize operational and communication systems for divisions, clinics, and the department. Routinely holds meetings and organizes project teams for the clarification of issues, communication of guidelines and information, problem solving, and team development.
• Provides administrative and operational oversight to managers and supervisors of clinical units. Develops policies and oversees the implementation and monitoring of services, and establishes guidelines for effective, efficient and patient-centered operations.
• Set standards for daily productivity of clinical support staff (procedure schedulers, surgical schedulers, patient service coordinators, and administrative coordinators)
• Works with clinical division directors and their managers/supervisors to identify, develop and oversee implementation of operation-wide systems that further automate or enhance patient and revenue flow.
• Develops the annual Urology Day, night, and weekend call schedule for adult and pediatric urology for Johns Hopkins Hospital and Johns Hopkins Bayview Medical Center.
• Monitors and calculates clinical faculty time away every year through the Brady Away Calendar and Qgenda.
• Leads the Urology department's QGenda's efforts for clinical faculty, fellow, and resident call and inpatient service schedules for Johns Hopkins Hospital and Johns Hopkins Bayview Medical Center. Updating the HAL line, hospital administrators, and clinical providers as necessary.
• Orients clinical operation and clinical support staff employees to understand the differences in their role. Responsible for the continuous training and education of department clinical support staff.
• Performs data collection, review, analysis and reporting for all clinical practice business operations including monthly quarterly and annual statistics on patient visits and procedural volume, surgical volume, payer mix, collection ratios, charges and revenue, accounts receivables and follow-up, and other items as required or requested.
• Manages, supports and monitors development and implementation of all relevant clinical policies at the Department level, specifically those addressing customer service, productivity, patient scheduling and registration, template, forms and standardization of all internal workflow and business practices, in order to optimize collections, and address the needs of all stakeholders including patients, physicians, and staff.
• Ensures compliance to all OJHP CPA clinical standards across all the clinical divisions in the department.
• Updates OSHA manual and performs yearly OSHA training for staff working in clinical settings.
• Monitors and updates the department's business continuity plan for clinical operations.
• Attends monthly clinic managers' meetings at JHH, JHBMC, SM, and GSS and disseminates information to staff and faculty, as needed.
• Functions as the department's liaison for Patient Access by meeting biweekly with Patient Access leadership to ensure access goals are being met and sustained.
• Works with Administrator to report on clinical visit, procedure, and OR case variances monthly to JHU, JHH, JHBMC, SM, and JHSCS ASC.
• Works with Assistant Administrator of Finance to report on monthly charge and revenue variances to the JHU SOM CPA.
• Participate in the annual development and management of the department's operating budget with the Assistant Administrator for Finance and Administrator.
• Works with supervisors of clinical support staff to coordinate and approve all clinical support staff leave and overtime. Oversees and maintains compliance of the web-based time and attendance system (E210 and KRONOS).
• Responsible for the installation, training, and testing of clinical IT programs as required by Johns Hopkins Medicine.
• Serves as the Urology Department Epic Super User and functions as ambulatory Epic liaison for faculty and staff to ensure optimal clinical operations. Oversees Epic related upgrades and rollouts.

PROGRAM PLANNING AND DEVELOPMENT 30%:

• Develops and participates in the analysis and evaluation of strategic business plans, feasibility studies, market assessment, marketing plans, data gathering, implementation plans and presentation of written reports on prospective and existing clinical and research programs. Formulates tactical business plans in conjunction with administrative leaders in the SOM, JHHS, and other affiliated institutions.
• Works with Department of Strategic Planning & Marketing (and other marketing resources as needed) to:

- Initiate, develop and implement marketing plans for clinical services.

- Identify new marketing opportunities compatible with the direction of Johns Hopkins Medicine.

- Oversee website content management, maintenance and future development enhancements.

- Assess volume growth and opportunities for the annual budgeting process.

• Assists the Vice Chair and the Administrator in strategic planning, special projects.
• Works with the Vice Chair to coordinate department faculty searches
• Works with Johns Hopkins International on urology business development academic partnerships such as JHAH and patient services.
• Liaisons with the development team for planning fund raising events and stewardship reports for departmental donors.
• Represents Urology's interests when serving on assigned CPA/University and/or hospital committees.

EXTERNAL RELATIONSHIP MANAGEMENT 10%:

• Manages departmental operations to ensure patient-centered activities and maximize patient satisfaction scores.
• Utilizes patient satisfaction data to identify opportunities for improvement in departmental workflow.
• Develops strategies to improve patient satisfaction and enhance patient experience in areas operationally managed by the Department. Establishes targets for patient satisfaction and engages faculty and staff to improve.
• Oversees responses to patient complaints and ensures prompt resolution of their concerns, in accordance with institutional policies.
• Ensures availability and, if necessary, develops patient and family support services for Urology locations, including but not limited to Johns Hopkins Hospital, Johns Hopkins Bayview Medical Center, Green Spring Station, and Sibley Memorial Hospital.
• Partners with affiliated facilities in areas of access and program development, clinical collaboration and network development.

INTERNAL RELATIONSHIP MANAGEMENT 10%:

• Builds strong collaboration with the Vice Chair and Administrator to ensure Department's clinical goals are met. Proactively identifies clinical faculty concerns and issues, and partners with Vice Chair and Administrator for appropriate resolution.
• Regularly meets with JHHS, JHBMC, SM, and SOM clinical support staff employees to improve communication and to build productive relationships.
• Continuously communicates to clinical support staff the importance of the patient experience, quality of care, and sound financial performance; and champions' successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
• Establishes communication channels with clinical support staff and clinical faculty to ensure that they receive information on internal and external issues which effect the clinical operations of their assigned areas, as well as provide advice, assistance, information and service that aids them in attaining related objectives.
• Works with appropriate personnel and/or organizations to ensure that teams and individuals have the clinical, information and organizational tools to serve our patients and customers effectively and efficiently.

SUPERVISION OF OTHERS:

• Directs the activities of managers/supervisors and clinical support staff of the department's clinical practice. Oversees individual employee development, safety, and training; and conducts performance appraisals for clinical support managers and supervisors.
• May periodically directly or indirectly supervise interns, volunteers, and temporary personnel.

Special Knowledge, Skills, and Abilities:

Keen understanding of and experience with integrated academic health care systems and in clinical practice management. Conduct self in an exemplary fashion to achieve goals and set example for others within the Institute. Exude Johns Hopkins core values of Integrity, Excellence, Collaboration, Innovation, Respect and Diversity. Fluency to master complex issues swiftly and the ability to explain the dimensions and the solutions articulately to decision makers and staff. High energy level, creativity, enthusiasm and passion for working in a dynamic and complex environment. Ability to supervise, lead, and train clinical and administrative staff. Knowledge of accounting and budgeting theory and practices. Preferred knowledge and understanding of the Johns Hopkins Medicine patient care platforms, the University and Health System accounting systems and related fiscal offices. Ability to make independent judgments and to act on decisions on a daily basis. Ability to prioritize own work and work of staff as needed. Very strong organizational skills, analytical and problem-solving abilities, and attention to detail. Ability to maintain confidentiality. Strong interpersonal and communication skills, both oral and written, with gravitas, executive presence, confidence and sophistication. Ability to effectively interact with all levels of University and Hospital employees as well as outside contacts. Local travel required. State, regional, national and/or international travel may periodically be required.

Technical Qualifications or Specialized Certifications:

Use of personal computer and basic office equipment.

Specific Physical Requirements:

• Ability to stand, walk or sit for an extended period.
• Finger dexterity to manipulate objects with fingers rather than with whole hand(s) or arm(s); for example, using a keyboard.
• Ability to hear within normal range and ability to see within normal parameters.
• Possible exposure to communicable diseases.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

Supervisory Responsibility: Supervises 14 employees including administrative support staff and clinical operations staff

• Bachelor's degree in a related field.
• 5 years related experience.
• Prior supervisory experience.
• Additional related education may substitute for required experience to the extent permitted by the JHU equivalency formula.

• Master's degree strongly preferred.
• Knowledge of accounting and budgeting theory and practices.
• Knowledge and understanding of the Johns Hopkins University accounting system and related fiscal offices.
• Specific knowledge of urology clinical operations.

Classified Title: Clinical Operations Manager
Role/Level/Range: L/04/LB
Starting Salary Range: $58,400 - $102,300 Annually ($80,300 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: Monday - Friday, 8:30 A.M - 5:00 P.M
Exempt Status:Exempt
Location:School of Medicine Campus
Department name: SOM Uro Adult Urology
Personnel area: School of Medicine