Ambulatory Services Manager (DOM Gastroenterology)

Specific Duties and Responsibilities

• Working in partnership with Clinical Director and Sr. Administrative Manager, and in coordination with the subspecialty leadership, provide administrative oversight to clinic and service centers developing policies and oversee the implementation and monitoring of services and set guidelines for effective, efficient, and patient centered operations.
• Develop new administrative policies and procedures, as needed, to ensure smooth operation of the department that span HR, operations and compliance realms.
• Make recommendations to Sr. Administrative Manager, Clinical Director and Division Chief in the form of decision options.
• Outline existing opportunities to improve space utilization and define needs and justification for additional space to the department, SOM, and JHHS.
• Work with appropriate groups and individuals to examine Joint Commission and other regulatory requirements and develop implementation plans for incorporation into clinical practice.
• Oversee, lead and direct the implementation of major projects, programs and operational initiatives/changes as assigned by Sr. Administrative Manager.
• Develop comprehensive plans for operational flow patterns, workflow and controls, ensuring consistency across the practice settings.
• Establish proper monitoring measures.
• Anticipate programmatic needs and implement new processes to ensure all staff are properly trained.
• Maintain a consultative relationship with subspecialty leadership for strategic planning and operational matters.
• Together with Clinical Director and Sr, Administrative Manager, provide monitoring, consulting and supervision to managers/supervisors of the clinical practice.
• Foster and maintain a close working relationship with DOM and ambulatory services leadership for the purpose of integrating hospital programs and policies with the clinical practice. Coordinate communication and organization among key stakeholders in relation to clinical practice activities that interface with the departmental operations.
• Work with the Clinical Director and Sr. Administrative Manager to plan and organize operational and communication systems for the ambulatory enterprise.
• Routinely hold meetings and organize project teams for the clarification of issues, communication of guidelines and information, problem solving, and team development.
• Attend divisional and departmental clinical operations meetings, as assigned.
• Work with the Sr. Administrative Manager and Clinical Director, as well as indirect and direct reports to identify, develop and oversee implementation of operation-wide systems that further automate or enhance patient and revenue flow.

Program Planning and Development

• Participate in the development of strategic business plans, feasibility studies, market assessment, marketing plans, data gathering, implementation plans and presentation of written reports on prospective and existing clinical programs.
• Formulate tactical business plans in conjunction with the GI Leadership team and administrative leaders in the SOM, JHHS, and other affiliated institutions.
• Assists in the implementation of projects- utilizes skills of communication, negotiation and problem solving to effectively execute identified steps of implementation, monitors progress towards outcomes and modifies action plan accordingly, plans interventions as necessary to maintain timeline, recognizes potential for integration/collaboration.
• Work with clinical areas to identify projects to meet operational targets, implement, and maintain performance improvement initiatives.
• Leads, facilitates, or supports meetings and committees as appropriate. Develops written summary reports by making recommendations to the leadership based on data analysis.

External Relationship Management

• Develop strategies to improve patient satisfaction and the patient experience in areas operationally managed by the Division.
• Establish targets for patient satisfaction and engage faculty and staff to improve.
• Work with Clinical Director and Patient Relations Specialist to resolve patient complaints and ensure prompt resolution, in accordance with institutional policies, of their concerns.

Internal Relationship Management

• Build strong collaboration with Sr. Admin Manager and Assistant Administrator to ensure Department's goals are met.
• Proactively identify faculty concerns and issues, and partner with Sr. Admin Manager for appropriate resolution.
• Regularly meet with employees to improve communication and to build productive relationships.
• Continuously communicate to staff the importance of the patient's experience, quality of care, and sound financial performance; and champion successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
• Establish communication channels with staff and faculty to ensure that they receive information on internal and external issues which affect the operations of their assigned areas, as well as providing advice, assistance, information and services that aid them in attaining related objectives.
• Work with appropriate personnel and/or organizations to ensure that teams and individuals have clinical, information and organizational tools to serve our patients and customers effectively and efficiently.

Supervision of Staff

• Direct the activities of managers, supervisors and support staff of the department's clinical practice (including ensuring clinics are staffed appropriately to deliver care).
• Oversee individual employee development, safety, and training; and conduct performance appraisals for management level, professional and support staff positions.
• Responsible for direct supervision of at least 3 clinic managers/supervisors and/or lead.
• Indirect supervision more than 15 support staff in the various clinical units across the department's multiple locations and amongst the Medical Office Coordinator team.
• From time to time this position will also have direct and indirect supervision over non-employee roles such as interns, volunteers, temporary personnel.

Clinical Documentation, Billing, Compliance and Reporting

• Leverage the capabilities of EPIC and other IT systems to improve the Division's care for patients and financial position.
• Be well versed in the dynamics of EPIC regarding clinical documentation and billing in the GI Infusion Center and GI Lab.
• Monitor and develop action plans to encourage timely closing of clinical encounters. Continuously learn about new offerings in EPIC that will help the Division.
• Oversee new and continuous EPIC training for all Division personnel including MOCs, nurses, clinical staff, doctors and researchers.
• Ensure operational processes are compliant with appropriate ambulatory policies.
• Ensure regulatory requirements of programs are maintained on an ongoing basis.
• Review and track identified compliance "gaps" with Clinical Director and Sr. Admin Manager.
• Report to clinical leadership quarterly on requested topics such as patient satisfaction, and clinical quality metrics including provider cancelations and current clinic sessions.
• Utilize systems and databases (EPIC, Medvitals, Tableau, Power Bi etc) to develop and maintain clinical reports detailing access performance, volumes, provider utilization, patient satisfaction, financial performance, safety, future holds, compliance and other pertinent decision support tools and management reports.
• Prepare timely and accurate ad hoc analysis/reports such as staffing level, physician productivity, space utilization, access/capacity, new clinical practice initiative, etc.
• Participate in the review of PQRS, HEDIS, HCAPHS, LOS, and other population health metrics that would impact care delivery models.
• Make recommendations to leadership based on the data that is analyzed and develop presentations.
• Reviews and reports registration errors, bump rates and open encounters.
• Ensure error and outstanding accounts are addressed with the appropriate party and in a timely manner.

Budget Development

• Assist in the development of the annual JHU clinical operating, capital and volume budgets for assigned ambulatory outpatient clinics in conjunction with GI leadership.
• Work with Finance Manager to monitor actual expenditures against budget and implement corrective actions if indicated.

• Bachelor's Degree required.
• Master's degree in related discipline preferred.
• Four years of related experience.
• Previous supervisory experience.
• An understanding of changing reimbursement policies and third-party reimbursement.

• 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.

Classified Title: Ambulatory Services Manager
Role/Level/Range: ATP/04/PC
Starting Salary Range: $53,800 - $94,400 Annually ($74,100 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F 8:30a - 5p
FLSA Status:Exempt
Location: Hybrid/School of Medicine Campus
Department name: SOM DOM Gastroenterology
Personnel area: School of Medicine