The department of Otolaryngology is seeking a CO Medical Office Supervisor who will supervise the day-to-day operations of a multi-faceted medical office to ensure a smoothly functioning office and good patient relations and excellent customer service. Provide leadership and guidance to staff in order to facilitate quality patient care. Work with Healthcare Providers and Administrators to establish and interpret policies and procedures. Demonstrate independent judgment in resolution of administrative and patient related issues. Intervene as necessary on issues relating to patient complaints, healthcare providers’ concerns and operational issues, by taking measures to correct situations and/or ensure involvement of appropriate personnel. Guide and assist staff with triaging patient calls, scheduling appointments and maintaining appointment templates, obtaining pre-certifications and other needs of the clinical office.

Specific Duties & Responsibilities

• Manage the daily administrative oversite of the medical provider practice.
• Review and update provider’s clinical protocols and standardize work practices as needed.
• Supervise Medical Office Staff. Assist with hire/fire/disciplinary authority.
• Serve as the backup to Medical Office Coordinators and Clinical
• Coordinators when needed with answering phones, scheduling appointments, and surgery.
• Ensure patient correspondence are transmitted in a timely manner.
• Coordinate the interview and process for applicants.
• Maintain a continuous working knowledge of clinical practices and organizational systems, and serve as a subject matter expert to Administrators, Faculty, Staff and Patients.
• Serve as the primary trainer of new hire Medical Office Staff and coordinate ongoing training of support staff to ensure compliance and consistency.
• Lead a weekly meeting of Medical Office Coordinators across sites
• Meet with Administrative Managers regarding performance metrics of Medical Office Coordinators.
• Maintain staff productivity, including staff Introductory evaluations, Mid-year and Annual performance reviews, and performance improvement plans for Medical Office Coordinators.
• Maintain staff time and attendance to include monitoring of E210 system and overtime, staff team coverage and communication.
• Assist in the development and implementation of office policies and procedures for the support staff.
• Develop a curriculum of professional development.
• Serve as a subject matter expert and communicator of the formal and informal departmental goals, standards, policies and procedures which may include some familiarity of other departments within the school/division. Is sensitive to the interrelationship of both people and functions with the department.
• On a regular and continuous basis, exercises good judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
• Preparing and reporting of department statistics such as but not limited to physician utilization, support staff quality/productivity matrix, and registrations data analysis.
• Maintain EPIC Super-User rights with the access to create and edit provider templates.
• Assist patients, patient families, referring physicians and third-party carriers to resolve patient related issues.
• Serve as the initial contact to receive patient complaints, investigate the complaint and provide resolutions options and training to staff members.
• Directly involved in staff development, teambuilding and employee engagement activities.
• Conduct special project as assigned.

Additional Knowledge, Skills, & Abilities

• Knowledge of Epic.
• Requires an understanding of changing reimbursement policies and third-party reimbursement.

Technical Qualifications or Specialized Certifications

• Supervisory responsibility (15-20), Sr. Medical Office Coordinators and Clinic Coordinators.

• High School Diploma/GED required.
  

• Five years progressively responsible medical office experience required.
  

• Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula
  
• Supervisory experience is a must and strongly preferred.
  

• Medical terminology required.
  

• Requires an understanding of changing reimbursement policies and third-party reimbursement.
  

• Must have the ability to multitask and work in a high volume setting Excellent analytical and communication skills coupled with patience and fortitude.
  

• Intermediate computer and proofreading skills preferred.

• Bachelor’s Degree is Healthcare Administration, or Business.
• Knowledge of Surgical Scheduling Strongly Preferred.
• Knowledge of JHU clinical system.

Classified Title: Medical Office Supervisor 
Job Posting Title (Working Title): CO Medical Office Supervisor   
Role/Level/Range: ATO 40/E/03/OF  
Starting Salary Range: $41,438 - $71,955 Annually ($67,000 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday-Friday, 8:30 - 5:00 
Exempt Status: Exempt 
Location: Hybrid/School of Medicine Campus 
Department name: ​​​​​​​SOM Oto General Administration  
Personnel area: School of Medicine