Ambulatory Services Manager

The Department of Orthopaedic Surgery is seeking an Ambulatory Services Manager who will be responsible for day-to-day clinic operations. Under the direction of the Administrator and Assistant Administrator, proactively assess and implement appropriate processes to ensure that all facets of ambulatory practice management are effectively addressed. This includes patient access, complete and accurate registration, revenue cycle management, payor contracting compliance, insurance referral and preauthorization requirements, health information management, patient flow, environmental safety, regulatory compliance, patient safety, quality initiatives, and patient experience. Work collaboratively with physicians, nurses, and staff to ensure timely patient access to care, operational efficiency, practice optimization, and fiscal integrity. Report to the Clinical Department Assistant Administrator (or designee) and support the implementation or enhancement of clinic programs and services that support the department's strategic priorities.

Specific Duties & Responsibilities

Information Management

• Use work queues, workbench, and dashboard reports within Epic to monitor workflows and staff productivity.
• Participate in continued evaluation and improvement of scheduling and patient registration processes. Utilize Ambulatory Dashboard to assess clinical practice performance.
• Develop tools and reports as needed to track performance improvement activities or pilot processes in the clinic.
• Interpret budget reports and develop financial or operating plans as needed.
• Maintain confidential patient and staff information.

Safety, Service Excellence, and Quality Improvement

• Manage Service Excellence.
• Ensure employees deliver excellent customer service.
• Ensure employees treat customers (guests, patients, clinicians, and all other employees) with courtesy, respect, and caring behaviors.
• Promote a safe and secure environment; contribute to the safety and security of the Johns Hopkins environment.
• Maintain adequate staffing levels of competent staff.
• Ensure timeliness of evaluations, monitor budgeted distribution, set measurable goals for staff, and provide both positive and constructive feedback regarding successes and opportunities for growth when compared to individual goals.
• Understand and abide by policies and procedures of The Johns Hopkins Institutions.

Operations

• Develop and implement work plans and measure against established standards.
• Proactively monitor key performance indicators and makes real-time adjustments to ensure goal accomplishment.
• Consistently seek to improve work processes, evaluate workflows, and improve workflow efficiencies. Interpret industry trends and analyze data.
• Monitor financial performance of area of responsibility and ensure responsible use of resources.
• Manage daily workflows for patient registration, check-in and check-out, scheduling and financial clearance.
• Ensure appropriate staffing levels and training to promote the ideal patient experience with minimal wait times and a spirit of accommodation for patients.
• Work with department leaders to ensure that clinical questionnaires and/or other physician forms are updated and managed as needed to support the operation.
• Implement proactive processes to ensure that patient registration is accurate and complete with no missing items and verified insurance.
• Ensure that Patient Access KPI targets are met and clinic capacity is efficiently managed.
• Work with the Access Leadership team to review scheduling protocols and templates to ensure that the clinic has the staffing, space, and equipment to support expected provider capacity.
• Manage revenue cycle and ensure that compliant facility charge capture and reconciliation processes are conducted daily.
• Ensure that preauthorization requirements are completed for patients having procedures or services in the clinic.
• With Nurse Manager/Leader, ensure that Joint Commission, CMS, HSCRC and other regulatory requirements are met.
• Ensure that facility and equipment are in working order for staff and providers.

• Bachelor's Degree, with Master's Degree in Business Administration or Health Care Management preferred.
• Four years related experience. Previous supervisory experience required. Requires an understanding of changing reimbursement policies and third-party reimbursement.
• Additional education may substitute for experience 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 ($70,000 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: M-F 7a -8p varying
Exempt Status:Exempt
Location:JH at Columbia Center
Department name: SOM Ortho Adult Division
Personnel area: School of Medicine