The Johns Hopkins Department of Orthopaedic Surgery is seeking a Clinic Supervisor. The responsibility of the Clinic Supervisor 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 and back office operations, medical assistants, and patient service coordinators, 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 clinical care and overall operations. The supervisor Monitors front desk financial processes (e.g., billing accuracy, time-of-service collections) and escalates issues to the Manager when patterns or problems arise. Lastly, the supervisor directs the work of others and promotes a team environment while exhibiting professionalism and exemplary customer service skills.

Specific Duties & Responsibilities

• Provides direct oversight of Patient Service Coordinators and Medical Assistants, exercises delegated authority for daily operational decisions, and actively supports front-line work during peak demand to ensure smooth clinic function.
• Troubleshoot and use judgment in resolving problems as they arise. Involve other parties as necessary to establish buy-in and delegation of work.
• The supervisor demonstrates problem-solving skills as they relate to patient care activities, provides guidance for and acts as a role model for Medical Assistants and Patient Service Coordinators.
• Serve as liaison for the group with the billing office and department administration. Ensure 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.
• Develop skills of employees to optimize overall clinic performance. Ensure employee compliance training is up to date.
• Identifies workflow challenges and provides recommendations to the Manager for consideration. Implements process changes once approved. 
• Monitor front desk financials such as time of service collections, registration issues that prevent a clean claim from being submitted. Encourage/promote excellence in these areas with staff.
• Resolve scheduling conflicts, monitor clinic utilization, and maintain clinic patient flow.
• Conduct patient interviews regarding clinic fees, billing problems, and insurance information.
• Research issues relating to billing or charge capture; discuss issues with appropriate staff and or physicians and take necessary measures to resolve issues.
• Intervene as necessary, on issues relating to patient complaints, health care providers concerns, and operational issues; take measures to correct situations or ensure appropriate personnel are involved. Assist staff directly in answering the phones, patient registration and discharge, and other clinic operations that fall behind at peak times of the day.
• Collects and organizes operational data (e.g., patient flow, appointment volumes) for Manager review. Supports reporting needs as requested.
• Monitor clinic compliance with quality assurance guidelines and make arrangements for inadequate working order and schedule maintenance.
• Promote 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 Office Coordinators and Patient Services Coordinators with regard to clinical and non-clinical activities.
• Be present on the floor as needed to support 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.

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, contributes to annual performance reviews and makes recommendations on professional development. Offers coaching and day-to-day feedback to support staff development and growth.
• Acts as a resource and preceptor for Medical Assistants.
• 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 for PSCs and CMAs
• 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 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.

• Completion of an accredited Medical Assistant training program, such as courses provided through Medix, community colleges, and/or vocational schools.

• Certification/Registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP) required. If not currently certified/registered, must become certified/ registered within 180 days (6 months) of date of hire. Exam fees will be paid by the department. If a retest is required, associated fees are paid by the employee.

• Current CPR certification by the American Heart Association or the American Red Cross required.

• Must maintain MA and CPR certification/registration during duration of employment in this position.

• Experience using EPIC preferred.

Classified Title: Clinic Supervisor   
Role/Level/Range: ATO 40/E/03/OF  
Starting Salary Range: $44,200 -$76,752 Annually ($60,000 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: M-F 7a-8p Rotating 
FLSA Status: Exempt 
Location: JH at Columbia Center  
Department name: SOM Ortho Adult Division   
Personnel area: School of Medicine