Department of Psychiatry clinical activities on the Howard County Medical Center Campus is seeking a Clinical Operations Manager to have administrative oversight of the Department of Psychiatry clinical activities including staff management and supervision (recruitment, performance management, payroll, (re)assignment to ensure appropriate coverage), tracking patient flow, volumes, and other KPIs and providing feedback to leadership and providers, supervision of the scheduling, registration, and financial clearance operations, provides data and insight to support HCMC and department strategic planning and tactical operational decisions, functions as the Department's representative on appropriate clinical operation committees and internal/external work groups, leads major projects and programs as assigned by the Director of Psychiatry for HCMC.
Specific Duties and Responsibilities
Administrative and Operation Leadership 60%
Works in partnership with the Director to provide administrative oversight to clinical operations.
Works with Director 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, and makes recommendations to the Director for changes.
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 Director. Develops comprehensive plans for operational flow patterns, workflow and controls, ensuring consistency across the practice. Establishes proper monitoring measures.
Manages the process for maintaining adequate staffing to support clinical operations. Forecasts staff needed by new providers and additional clinical offices while managing the process for review of overtime to improve staffing utilization and clinical operations.
Coordinates communication and organization among key stakeholders in relation to clinical practice activities that interface with the departmental operations.
Sets standards for daily productivity of clinical and clinical support staff (social workers, psychologists, medical office coordinators), tracks performance and provides feedback to providers, staff, and leadership.
Works with the Director to identify, develop and oversee implementation of operation-wide systems that further automate or enhance patient and revenue flow.
Develops the annual day, night, and weekend call schedule for psychiatry for HCMC.
Manages weekly schedule to ensure appropriate coverage for ED consult service.
Monitors and calculates clinical faculty and staff time away every year through Qgenda.
Leads the department's QGenda's efforts for provider call and inpatient service schedules for HCMC. Updating the HAL line, hospital administrators, and clinical providers as necessary.
Orients clinical operation and clinical support staff employees to their roles. 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 inpatient, consult, and ED 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.
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.
Ensures compliance to all OJHP CPA clinical standards.
Updates OSHA manual and performs yearly OSHA training for staff working in clinical settings.
Responds to Hero reports.
Monitors and updates the department's business continuity plan for clinical operations.
Approves all clinical support staff leave and overtime. Oversees and maintains compliance of the web-based time and attendance systems.
Responsible for the installation, training, and testing of clinical IT programs as required by Johns Hopkins Medicine.
Serves as the 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 10%
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)
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.
Works with the Director and the Administrator to coordinate department faculty searches.
Represents Psychiatry's interests when serving on assigned CPA/University and/or hospital committees.
Patient Access and Patient Satisfaction 15%
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.
Partners with affiliated facilities in areas of access and program development, clinical collaboration and network development.
Liaison with HCMC, Department, SOM, and External Entities 15%
Attends daily meetings (Daily Clinical Operations Brief, Discharge Huddle, Real Time Resources Planning Meeting (RTR)) with HCMC Leadership to report on status of ED Consult Service.
Works with the Director to plan and organize operational and communication systems for the department.
Routinely holds meetings and organizes project teams for the clarification of issues, communication of guidelines and information, problem solving, and team development. Participates in ad hoc meetings and committees as requested by HCMC.
Builds strong collaboration with the Director, Clinical Assistant Administrator, and Senior Administrator to ensure Department's clinical goals are met.
Proactively identifies clinical faculty concerns and issues, and partners with the Director for appropriate resolution.
Regularly meets with key SOM and department key positions to gain information to maintain the division up to date on central SOM projects and guidance (HR, Finance, Ambulatory, etc); and to share relevant information from the division to inform the department and the SOM.
Establishes communication channels with clinical support staff and clinical faculty to ensure that they receive information on internal and external issues which affect 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 the Director to establish and manage relationships with external entities, including on negotiation of terms of agreements.
Coordinates with Sibley and Suburban leadership to submit accurate on-call payment requests for the Department to process.
Special Knowledge, Skills, and Abilities
Understanding of and experience with integrated academic health care systems and in clinical practice management.
Ability to supervise, lead, and train clinical and administrative staff.
Ability to prioritize own work and work of staff as needed.
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.
Embraces the Johns Hopkins core values of Integrity, Excellence, Collaboration, Innovation, Respect and Diversity.
High energy level, creativity, enthusiasm and passion for working in a dynamic and complex environment.
Experience working with electronic medical record systems is required. Experience working with the Epic electronic medical record systems is preferred.
Experience processing financial transactions, such as ordering supplies and paying expenses is required. Experience working with the SAP system is preferred.
Ability to make independent judgments as needed.
Ability to effectively interact with all levels of University and Hospital employees as well as outside contacts.
Ability to understand complex issues and explain the dimensions and solutions articulately to decision makers and staff.
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.
Minimum Qualifications
Bachelor's Degree in a related field.
Five years related experience.
Prior 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.
Preferred Qualifications
Master's Degree strongly preferred.
Knowledge and understanding of the Johns Hopkins University accounting system (SAP) and processes.
Specific knowledge of psychiatry clinical operations.
Classified Title: Clinical Operations Manager
Role/Level/Range: L/04/LB
Starting Salary Range: $58,400 - $102,300 Annually ($78,090 targeted; Commensurate w/exp,)
Employee group: Full Time
Schedule: Monday - Friday, 8:30am - 5:00pm
FLSA Status: Exempt
Location: Hybrid/School of Medicine Campus
Department name: PSYCHIATRY COMMUNITY HOSPITALS
Personnel area: School of Medicine
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
