Job Information
Johns Hopkins University Assistant Clinical Administrator, Ambulatory Operations & Patient Access in Baltimore, Maryland
We are seeking an Assistant Clinical Administrator, Ambulatory Operations & Patient Access to provide high level leadership and administrative oversight for, as well as direct the operational and access activities of, the Department of Medicine’s (DOM) diverse outpatient operations, as well as business process improvement and metric monitoring activities. The position will provide leadership, direction, regulatory support and guidance to all DOM ambulatory clinics and ancillary services, including those on the JHH campus, JHBMC campus and School of Medicine community based ambulatory practice locations. This position also provides oversight of the department’s patient access strategy and partners with JHM Access Services in the delivery of quality customer service.
The position aligns operations to meet the needs of patient care while also supporting the educational and research missions of the department. The Assistant Clinical Administrator, Ambulatory Operations & Patient Access is responsible for business process improvement and supporting faculty and nursing leadership in quality, safety, patient service and clinical process improvement activities impacting the DOM’s outpatient units.
The Department maintains approximately 250 inpatient beds at The Johns Hopkins Hospital, generates approximately $500 million in revenue, discharges approximately 15,000 patients, generates more than 350,000 ambulatory visits (all ambulatory sites) and performs more than 25,000 procedures per year. With a direct reporting relationship to the Chief Administrative Office at The Johns Hopkins Hospital and Johns Hopkins University Department of Medicine, the position is responsible for providing analyses of the outpatient care delivery models and processes, and implementing improvement strategies to ensure high performing, patient- and family-centered practices, and creating and implementing a vision for ambulatory services. The Assistant Clinical Administrator will monitor and evaluate efficiency, workflows, quality and safety metrics and patient satisfaction. This position also participates in the fiscal management of the DOM’s outpatient support operations.
The incumbent in this position exercises leadership to advance the tripartite mission of research, education, and patient care. Sharing expertise and collaborating closely with a broad spectrum of individuals across the Hopkins enterprise, this position has a far-reaching impact touching patient care, business development, system integration, data analytics, quality improvement, and more.
Specific Duties and Responsibilities
Ambulatory Operations Leadership
Provide leadership and direction to the DOM ambulatory practices regarding efficient care delivery models, staffing analyses, performance improvement, clinical and administrative systems enhancements, regulatory requirements, revenue cycle management, patient satisfaction and provider engagement.
In partnership with the Vice Chair of Clinical Affairs, cast a vision for the Department’s ambulatory operations and establish annual goals/metrics (complementary to those of the Department) to achieve identified goals.
In partnership with the applicable division, provide direction for, and as needed lead, the development of new ambulatory sites of care.
Lead the implementation of ambulatory practice initiatives across the DOM clinics.
Advise the Chief Administrative Officer and Vice Chair of Clinical Affairs, and other department and divisional leaders on ambulatory practice initiatives, clinical program development or regulatory compliance issues.
Direct DOM division administrators, administrative and senior administrative managers, ambulatory services managers, clinic managers and clinic supervisors on how to optimize infrastructure, process and outcomes for ambulatory clinic operations.
In partnership with JHM Access Services, Office of Johns Hopkins Physicians, Clinical Practice Association, Nursing Administration and faculty leadership, utilize process improvement methodologies to enhance and optimize performance and desired outcomes.
As needed, engage and partner with divisions and other functional unit administrations to develop inter-departmental strategies that develop effective multi-disciplinary outpatient care services.
Design and implement corrective action plans or performance improvement plans for identified operational issues.
Educate providers and staff on ambulatory policies, guidelines and/or protocols.
Assist faculty and nursing leadership in the communication and implementation of existing, new and/or revised administrative policies, guidelines and protocols involving ambulatory care operations. Develop/revise operating policies and procedures with appropriate leaders for each practice.
Partner with the Vice Chair of Clinical Affairs to periodically review and update the departmental Outpatient Clinic Standards. Ensure implementation across the department.
Partner with Ambulatory Services and/or the Assistant Administrator of Revenue Cycle Management to ensure compliance with applicable regulated hospital and professional fee billing for departmental ambulatory practices.
Develop and assist in the development and/or review of departmental emergency preparedness plans affecting patient care operations in the ambulatory care setting. Maintain familiarity with institutional policies and procedures and update departmental policies as appropriate.
Assist in the coordination of Department response to internal disasters (e.g., information system downtimes, flooding, facilities issues, etc.) and external emergencies (e.g., pandemics, severe weather, international incidents, etc.).
Directly supervise and actively engage one to two analysts, including all aspects of recruitment, orientation, goal setting, performance management and evaluation, timekeeping, and other key HR functions. Ensure human resources are appropriately deployed and operating cohesively to achieve goals, as well as be responsive to DOM, SOM and JHHS needs.
In partnership with applicable divisional leadership, indirectly supervise administrative and senior administrative managers, ambulatory service managers (or the primary clinic manager where there is no ASM), including participation in recruitment, orientation, talent management, performance management and evaluation, and other key HR functions. Ensure human resources are appropriately deployed and operating cohesively to achieve goals, as well as be responsive to DOM, SOM and JHHS needs.
Assist in the development of strategies to maintain and improve compliance with all appropriate regulatory and accrediting bodies (e.g., The Joint Commission, CMS, HSCRC) in all areas of operations, including personnel management, facilities, workflows, etc.
Manage two multi-specialty DOM managed clinic sites at Green Spring Station and White Marsh. Directly supervise the Administrative Manager who covers both sites. Prepare and maintain annual session fee agreements between the clinics, multiple DOM divisions, and various other SOM departments. Monitor financial performance, quality & safety, and facilities at both sites.
Access Oversight
Oversee the Department’s strategy for ambulatory access. Partner with division administration to develop improvements in patient access.
Coordinate with DOM Finance in the development of the annual Central Scheduling operating budget and cost allocation methodology.
Articulate a clear vision to various stakeholders in the department of the JHM Access Improvement Initiative. Serve as the departmental business owner for the Access Improvement Initiative. Engage access managers, divisional administrations, physician leaders and Access Services leadership to review process improvement goals and develop strategies to optimize providers’ template management, Epic protocols, scheduling utilization and referral management.
Program Planning, Development & Financial Management
Work collaboratively with physician, nursing and care management leadership to provide effective, efficient and patient-centered care in the department’s outpatient care settings.
Work collaboratively with seven primary care practices and their respective managers and physician leaders to implement, communicate and improve performance in multiple pay for performance programs such as MD PCP and Medicare Advantage.
Develop and participate 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 programs impacting the outpatient setting.
Formulate tactical business plans in conjunction with administrative leaders in the DOM, SOM, JHHS, and other affiliated institutions.
Accountable for the financial, volume and operational performance of the DOM’s access operations, whose combined expense budgets exceed $2 million. Accountable for the management of the DOM Outpatient Operations cost center.
As applicable, assist in the development of volume, expense and capital budgets—and corrective action and performance improvement plans—for the DOM’s JHH and JHU satellite operations.
Data and Metric Management
Monitor ambulatory performance indicators, including clinician productivity, meaningful use performance, scheduling utilization, cancellation rates, show rates, space utilization, staff productivity, patient satisfaction, safety culture and employee engagement.
Analyze CG-CAHPS, Press Ganey, and other quality and safety data to identify patient satisfaction, quality and safety concerns.
Advise and assist ambulatory service managers and other clinic leaders in the development and implementation of strategies to positively address and improve metrics.
Maintain fluency with dashboards provided to or maintained by the department and institution. Oversee the training of others for the dashboards.
Oversee the monitoring of ambulatory-related dashboards for accuracy. Assist in improvement of the dashboards, recommending changes to enhance utilization and positively impact patient care.
Assist in the creation of new workflows, enhancement of reports or dashboards, and/or the development of new tools to support ambulatory operations. Provide training to identified user groups.
Develop and assist in the maintenance of a dashboard that evaluates the efficient and effective function of a clinic. Educate others on the interpretation and effective use of the dashboard to improve clinic operations.
Oversee the design and production of various reports utilizing institutional data to create monthly, quarterly, and annual operations reports for departmental and institutional leadership.
Design and produce other special reports as requested.
International Relationship Management
Build strong collaboration and teamwork with the DOM central administrative offices located on the East Baltimore and Bayview Medical Center campuses, as well as division administrations. This includes, but is not limited to, general administration, finance administration, facilities, human resources administration, information technology administration and revenue cycle management.
Build strong collaboration with Vice Chair of Clinical Affairs to ensure departmental goals are met. Based on established credibility and trust, represent department leadership to faculty, staff and leadership in regular meetings and daily interactions. Proactively identify concerns and issues, and partner with Vice Chair of Clinical Affairs and/or departmental administration for appropriate resolution.
Develop communication strategies and execute tactics to improve communication and build productive relationships with JHHS and SOM employees pertaining to ambulatory operations. Continuously communicate to staff the importance of the patient experience, quality of care, and sound financial performance.
Collaboratively champion successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
Develop and maintain effective communication mediums to disseminate information to various stakeholders
External Relationship Management
Collaborate with DOM Administration, Patient Relations & Patient-Family Centered Care, and other managers and institutional departments to develop strategies to improve patient satisfaction and the patient experience in ambulatory areas operationally managed by the department. Communicate or establish targets for patient satisfaction and engage faculty and staff to achieve improvement.
Oversee responses to patient concerns regarding outpatient activities and facilitate prompt resolution of their concerns in accordance with institutional policies,
Support business development activities of the Hopkins enterprise to develop mutually beneficial clinical and operational programs.
As needed, partner with affiliated facilities in areas of access and program development, clinical collaboration, and network development.
Positively contribute to the culture and environment of the DOM through citizenship and service on a variety of departmental initiatives.
Positively contribute to the field of health care management through involvement with professional societies, representing Hopkins in broader initiatives, and providing mentoring opportunities to students and emerging leaders.
Work 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.
Information Systems
Participate in the research and evaluation of software packages and make suggestions regarding purchases of new programs and upgrades of existing programs.
Work with appropriate information technology staff to integrate applications, troubleshoot software problems and provide basic instructional and technical support.
Collaborate with central information technology groups to ensure technology support needs are addressed.
Contacts
Internal: Department of Medicine Administration Offices, DOM Nursing Administration, Division Administrations, JHH and BMC Executive Offices, JHU SOM Dean’s Office, JHM Access Services, Clinical Practice Association, Office of Johns Hopkins Physicians, Johns Hopkins Medical Management Corporation, IT@JH, and various other departments and divisions.
External: External affiliated hospitals, donors, and various vendors and service providers (e.g., supply companies, professional medical organizations and societies, contractors).
Knowledge, Skills & Abilities
Conduct self in an exemplary fashion to achieve goals and set example for others within the department.
Exhibit high emotional intelligence and keeps his/her ego in check.
Exude Johns Hopkins core values of Integrity, Excellence, Collaboration, Innovation, Respect and Diversity.
Awareness of the ambulatory practice management body of knowledge.
Fluency to master complex issues swiftly and the ability to explain the dimensions and the solutions articulately to decision makers and staff.
High energy level, creativity, enthusiasm and passion for working in a dynamic and complex environment.
Very strong organizational skills, analytical and problem-solving abilities, and attention to detail.
Ability to coordinate complex multi-disciplinary processes in order to facilitate satisfaction of internal and external goals.
Display a high level of analytical competence that can identify raw data and convert it to information for purposes of guiding the decision-making process.
Strong project management skills that bring the appropriate people together to define, measure, analyze improve and maintain processes.
Strong interpersonal and communication skills, both oral and written, with gravitas, executive presence, confidence and sophistication.
Ability to effectively interact with all levels of University and Hospital employees as well as outside contacts.
Excellent listening capabilities. Strong presentation skills and the ability to prepare and explain multifaceted information to large groups.
Self-starter with ability to make independent judgments and to act on decisions on a daily basis.
Ability to work for periods of time without direction.
Ability to prioritize own work and work of staff as needed.
Ability to work with flexibility on several tasks simultaneously and to meet various concurrent deadlines.
Ability to maintain confidentiality.
Knowledge of accounting and budgeting theory and practices.
Competency in market analysis and business plan development.
Customer Service & Teamwork
Is courteous, respectful, and pleasant in person and on the telephone with coworkers, faculty, patients, visitors, and supervisors.
Utilizes proper telephone etiquette.
Serve as a representative of the DOM outside of the confines of departmental office space.
Function as a team player and work to maintain harmonious working relationships with coworkers, peers, and supervisors.
Scope of Responsibilities
Serve as the departmental lead and expert for all ambulatory practice issues.
Implement departmental and institutional ambulatory practice initiatives across all departmental ambulatory practice sites.
Build collaborative relationships with Johns Hopkins Hospital and Bayview Medical Center leadership to achieve departmental goals.
Ensure processes and resources are in place to address day-to-day operations issues, such as administrative barriers to care, access limitations, space use, resource allocations, and safety or quality concerns.
Know the formal and informal departmental goals, standards, policies and procedures which may include some familiarity of other departments within the SOM and JHHS enterprises.
Is sensitive to the interrelationship of both people and functions within the department.
Know the role of the position and its potential impact on the department.
Decision Making & Authority
On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
Direct and supervise the activities of one to three ancillary services managers, one to two analysts, and (with dual reporting with their respective divisional leadership) five to seven ambulatory services managers in accordance with the applicable Johns Hopkins entity. Indirectly supervise one to three access services call center managers in cooperation with Central Access Services.
Influence the decisions and directions of other Johns Hopkins employees to arrive at a plan of action, and appropriately work to hold those accountable for following through to bring plan to fruition.
Physical Requirements
Sitting in a normal seated position for extended periods of time.
Communication skills using the spoken word.
Occasionally lifting, carrying objects weighing 10lbs or less.
Occasionally pushing, pulling objects weighing 30lbs or less.
Ability to move about.
Local travel required.
State, regional, national and/or international travel may periodically be required.
Minimum Qualifications
Bachelor's Degree in Business, Finance, Accounting or other related field
Seven years progressively responsible professional-level administrative and financial experience related to monetary or non-monetary resources of a department, center, or unit, including two years financial management experience (e.g., planning, directing, monitoring, organizing, and controlling monetary and non-monetary resources).
Master's degree in a related field may substitute for required experience, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications
- Supervisory experience strongly preferred.
Classified Title: Assistant Administrator - Clinical
Job Posting Title (Working Title): Assistant Clinical Administrator, Ambulatory Operations & Patient Access
Role/Level/Range: ATP/04/PF
Starting Salary Range: $84,700 - $148,300 Annually ($116,500 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: M-F 8:30-5:00
Exempt Status: Exempt
Location: Hybrid/School of Medicine Campus
Department name: SOM DOM General Admin Chairmans Off
Personnel area: School of Medicine
Equal Opportunity Employer:
Johns Hopkins University is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. The university promotes affirmative action for minorities, women, disabled persons, and veterans.