We are seeking a Clinic Supervisor who will oversee and directs the daily activities of the registration staff in a high volume (20K visits) multi-faceted complex medical practice to ensure a smoothly functioning office and good patient relations.

Provides direct support and is the primary contact for registration staff on operational and administrative tasks including those related, but not limited to authorizations, scheduling, registration, insurance questions and special projects.

Serves in supervisory capacity to orient, train, and direct new patient service coordinators (PSC), and medical office coordinators.

Works with Clinic Manager to manage PSC's weekly schedules to ensure adequate coverage / support. Serves as primary resource in a team focused environment.

Addresses patient questions and concerns. Resolves issues promptly and accurately. Uses electronic medical record system to document all interactions with patients.

Work with payors to learn requirements and obtain necessary authorizations for clinical procedures, services, medication and supplies.

Acts independently with professionalism and efficiency.

Specific Duties & Responsibilities

• Trains new patient service coordinators and serves as lead for current PSC staff and other Medical Office Coordinators.
• Oversees and directs the day to day activities of PSCs and other medical office coordinators.
• Acts as subject matter expert for practice regarding insurance information, both government and commercial.
• Routinely addresses complex situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used.

Examples may include working with VIP patients, international patients, insurance and unique scheduling situations.

• Educates patients authoritatively about their coverage and payment responsibilities.
• Obtains pre-certification / authorization and / or referrals as required by payors for clinical procedures, services, medication, and supplies.
• Ensures patients understand and sign all necessary documentation related to insurance coverage (e.g. Advance Beneficiary Notice form, Exclusion of Benefits form, etc.).
• Collects payment / s from patients as needed. Follows protocol for time of service collections.
• Documents insurance information in the patient's electronic medical record system accurately.
• Reviews schedules in advance to verify insurance requirements and scheduled procedures and services requiring pre-authorization have been obtained.
• Stays current on notices from payors on requirements for prior authorizations on new procedures, services and medications.
• Acts as primary point person for questions from interdisciplinary divisions such as the Call Center and other Wilmer clinics.
• Resolves patient questions promptly. Involves other staff / faculty or divisions as needed (e.g. billing).
• Monitors In-Basket messages daily. Runs weekly and monthly reports to monitor volume, completion rate and staff productivity.
• Participates in tasks needed to ensure compliance with regulatory requirements.
• Monitors flow of registration workflow, recommends and implements improvements.
• Performs other duties as assigned.

Minimum Qualifications

• 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.

Preferred Qualifications

• Two years college or equivalent work experience.
• One-year work experience required in a similar service-oriented industry.
• Two years related ophthalmology / JHH system work experience. Additional education may be substituted for years of experience.
• Knowledge of medical terminology.
• Knowledge of medical insurance.

Classified Title : Clinic Supervisor

Role / Level / Range : ATO 40 / E / 03 / OF

Starting Salary Range : $21.00 - $36.50 HRLY (Commensurate with experience)

Employee group : Full Time

Schedule : Monday-Friday, 8 : 30 am - 5 : 00 pm

Exempt Status : Exempt

Location : JH Wilmer Eye at Columbia

Department name : Columbia Practice Oph

Personnel area : School of Medicine

Last updated : 2024-07-09