The Department of Orthopaedic Surgery is seeking a Clinic Supervisor whose responsibility is to coordinate the daily clinical operations of the Orthopaedic Surgery Clinic at Johns Hopkins. The Orthopaedic Surgery Clinic is committed to providing excellent clinical care while seeking to better understand the causes, treatments, and best treatment approaches for orthopedics and related conditions. As such, the clinic requires the experience of a highly functioning supervisor to lead and ensure smooth functioning of the front desk, medical assistants, and administrative operations and to independently resolve any scheduling issues, customer service complaints, third party insurance issues and interdepartmental coordination problems whenever necessary.

This position will supervise and assist the patient service coordinators and medical assistants during scheduled clinic days. The clinic supervisor must provide friendly, courteous, and confidential assistance to patients, staff, and physicians to ensure that the patient has a positive experience within Orthopaedic Surgery. The supervisor should ensure that accurate and detailed information on each patient is maintained in order to facilitate a successful patient encounter. The supervisor implements and improves processes that expedite patient scheduling, pre-registration, and check-in, and overall operations. The supervisor is responsible for the financial operations of the front desk which include accurate, timely billing and collection of revenue owed. Lastly, the supervisor directs the work of others and promotes a team environment while exhibiting professionalism and exemplary customer service skills.

Specific Duties & Responsibilities

• Troubleshoots and uses judgment in resolving problems as they arise. Involves other parties as necessary to establish buy-in and delegation of work.
• Demonstrates problem-solving skills as they relate to patient care activities, provides guidance for and acts as a role model for Medical Assistants in the clinical area.
• Serves as liaison for the group with the billing office and department administration. Ensures that completed patient visits and procedures and medications are pre-authorized by third party payers, managed care organizations, and HMO’s.
• In close partnership with health care team, assures smooth and efficient patient flow and clinical operation.
• Organizes patient care activities based on assessment findings.
• Develops skills of employees to optimize overall clinic performance. Ensures employee compliance training is up to date.
• Analyzes clinic operating practices and make suggestions about personnel requirements creating new systems and revising established procedures.
• Monitors front desk financials such as time of service collections, registration issues that prevent a clean claim from being submitted. Encourages/promotes excellence in these areas with staff.
• Resolves scheduling conflicts, monitors clinic utilization, and maintains clinic patient flow.
• Conducts patient interviews regarding clinic fees, billing problems, and insurance information.
• Researches issues relating to billing or charge capture; discuss issues with appropriate staff and or physicians and take necessary measures to resolve issues.
• Intervenes as necessary, on issues relating to patient complaints, health care providers concerns, and operational issues; takes measures to correct situations or ensure appropriate personnel are involved. Assists staff directly in answering the phones, patient registration and discharge, and other clinic operations that fall behind at peak times of the day.
• Prepare and maintain clinic statistics and reports using database or spreadsheet software; develop reports to track referral/consult patterns, data regarding physician’s availability, appointment waiting periods and unkept appointments.
• Monitors clinic compliance with quality assurance guidelines and make arrangements for inadequate working order and schedule maintenance.
• Promotes service excellence to ensure patient, staff and physician satisfaction as outlined in the Service Excellence Standards of Behavior employee reference guide.
• Recognizes emergency situations and implements emergency procedures according to clinic guidelines. Administers first aid, CPR, and maintains emergency equipment and supplies.
• Serves as a resource for Medical Assistants and Patient Service Coordinators.
• Be present on the floor during peak performance to assist staff with duties related to the clinic visit. Order medical, office, and educational supplies.
• This description is a general statement of required duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

Manager Administrative Responsibility

• Provides day-to-day oversight of the clinic staff to include but not limited to developing work schedules to ensure appropriate staffing levels, time and attendance, contributing to annual performance reviews, performance management to include disciplinary action as needed.
• Acts as a resource and preceptor for Medical Assistants and Patient Service Coordinators. 
• Participates in staff meetings by providing constructive input and facilitating problem-solving.
• Identifies opportunities for performance improvement and provides input for the development of solutions as well as mentorship and guidance
• Identifies and uses a variety of resources to validate patient care decisions.
• Assists Clinic Manager in maintaining and optimizing efficient and effective clinic workflow.

• High School Diploma or graduation equivalent
• Four years related experience, including previous lead or supervisory experience
• Additional education may substitute for up to one year of required experience to the extent permitted by the JHU equivalency formula

Classified Title: Clinic Supervisor 
Role/Level/Range: ATO 40/E/03/OF  
Starting Salary Range: $44,200 - $76,752 Annually (Commensurate with experience) 
Employee group: Full Time 
Schedule: M-F 8a-4:30p 
Exempt Status: Exempt 
Location: JH at White Marsh 
Department name: SOM Ortho Bay Whitemarsh Clinic  
Personnel area: School of Medicine