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Ambulatory Services Manager

Company: Johns Hopkins University
Location: Baltimore
Posted on: January 27, 2023

Job Description:

Ambulatory Services Manager
We are seeking an Ambulatory Service Manager. The Ambulatory Service Manager is responsible for the overall leadership, planning, organizing and evaluation of both the inpatient and outpatient clinical activities for the Division of Infectious Diseases in the Department of Medicine. The outpatient services include Rockland Practice, John G Bartlett Specialty Practice, JHBMC, Travel Medicine, Baltimore City Health Department, and County Health Department Program. This individual will partner with Division and Department leadership to draft and recommend policies, procedures, and programs for developing and enhancing Infectious Disease programs. This position is responsible for the fiscal and administrative management of the division's clinical practice areas.

This position reports directly to the Associate Administrator for the Division of Infectious Diseases and has an indirect reporting relationship to the Associate Administrator for Ambulatory Operations for the Department of Medicine.

Specific Duties & Responsibilities

Clinical Operations

  • Work closely with JHH Ambulatory leadership, including the Bartlett Practice Nurse Manager, Clinic Manager, and Director of Social Work, to ensure operations run efficiently and effectively. Support the operations of all sub-specialists practicing in the clinic (e.g., Gynecology, Neurology, Nephrology, Substance Abuse, Psychiatry, and Nutrition). Document and monitor scheduling metrics, patient volumes, and template structure to increase the efficiency of providers and room utilization. Work with PIs to operationalize research studies in clinical space (Tablets, telemed study, etc.).
  • Serve as liaison between DOM, CPA, Ambulatory Services, Access Services and the Division. Ensures that all clinics under divisional oversight are appropriately staffed, well maintained, and functioning with maximum efficiency. Coordinates all hiring with Divisional HR representative. Manage clinical analyst. Facilitate Provider Epic training/ARM Security Requests, and billing area assignments. Resolve Epic issues. Submit bi-annual malpractice FTE report for the division. Monitor Epic patient referral work queue. Work with Divisonal Medical Directors to organize and to maintain on-call services. Coordinate inpatient attending schedules for all ID consultative services at JHH and BVMC. Address patient complaints against providers. Address provider concerns.
  • Develop and update all Clinic Operations Manuals in conjunction with the Department of Medicine operations policy. Assure that all standards of ambulatory care practice conform to policies, procedures, and practices of JHH, JHU School of Medicine Clinical Practice Association and Joint Commission on the Accreditation of Health Care Organizations (JCAHO).
  • Support the Compliance Office requirements for clinical documentation and coding by the Infectious Diseases providers. Assist in pulling requested medical records and coordinating education sessions for providers. Together with physician and nursing leadership, ensure that all components of the clinic(s) are responsive to the needs of patients and providers. With the nursing and clinic manager, address operational and billing issues related to radiology, lab and other ancillary service providers.
  • Prepare and maintain/update inter-entity agreements (IEAs). Assist in year-end reconciliation of IEAs, as needed. Assist with the preparation of major capital proposals, as needed.
  • Attend Department of Medicine monthly division meetings and disseminate information as necessary to faculty and staff

    Clinical Operations / Finance
    • In conjunction with the Infectious Disease Administrator, is responsible for ensuring and improving the performance, productivity, efficiency and profitabilityof all ID outpatient clinics and inpatient services. As well as develop the annual JHU operating, capital and volume budgets for clinics ((Rockland Practice, John G. Bartlett Specialty Practice, Bayview, Outpatient Antimicrobial Therapy (OPAT), Travel Medicine, Baltimore City Health Department, and County Health Department Program). Monitor actual expenditures against budget and implement corrective actions if indicated. Develop the JHH annual operating and capital budgets for the clinic. Monitor all contractual agreements and accounts to ensure money is received and deposited appropriately. Monitor hospital charge activity. Conform to JHH hospital HSCRC billing guidelines and procedures. Review registration errors, unbilled charges and billing denial reports. Ensure error and outstanding accounts are addressed with the appropriate party and in a timely manner. Monitor outpatient professional fee billing activity of ID faculty utilizing Month-to-Date Transactions, Clinical Practice, and other reports. Discuss billing issues with appropriate physicians and/or staff and take necessary measures to resolve. Resolve profee billing issues: Correct billing area problems and work with CPA to address revenue variances.
    • Educate providers and staff regarding third-party payer requirements and reinforce required operational procedures.
    • Develop and produce management reports that monitor essential operational indicators, such as Number of Patients Served, Show Rates, Provider cancellation Rates, Scheduling Rates, Room Utilization and provide recommendations and action plans to manage the clinics effectively. Develop faculty profit and loss statements with quarterly reporting. Monitor RVU targets to ensure productivity and provide recommendations and follow-up actions to operational inefficiencies that are discovered.
    • Reviews and approves financial transactions related to clinical operations.
    • Evaluate the financial performance of existing programs and create financial performance projects.
    • Meets routinely with Department and Division leadership to share financial results, discuss areas of improvement, and propose plans to address weaknesses.

      Program Planning And Development
      • Leads, facilitates, or supports meetings and committees as appropriate. Develops written summary reports by making recommendations to the leadership based on data analysis.
      • Provide information concerning Division, Department, and School policies to divisional personnel. Provide divisional information as requested by Department, School, Hospital, or other external entities as requested and appropriate.
      • Support the development of new programs and marketing initiatives to improve service delivery and/or to increase patient volumes. Work with the Medical Directors to ensure that staffing models meet the case management requirements of regulatory agencies. Facilitate clinical research conducted in the clinics and coordinate selected small clinical studies as needed. Monitor the physical plant and initiate corrective actions when required working with the appropriate hospital departments as necessary. Attend HIV Leadership Team, AIDS Service Operations, JHM Clinical Managers meetings, and Department of Medicine Clinical Operations Team Meeting.
      • Formulate tactical business plans with administrative leaders in the DOM, SOM, JHH, Bayview, and other affiliated institutions.
      • Assist in developing business plans, financial analyses, market analyses, and other service analyses to evaluate and support strategic initiatives.
      • Work with clinical areas to identify projects to meet operational targets, implement and maintain performance improvement initiatives.
      • Assists in the implementation of projects - utilizes skills of communication, negotiation and problem solving to effectively execute identified steps of implementation, monitors progress towards outcomes and modifies action plan accordingly, plans interventions as necessary to maintain time line, recognizes potential for integration / collaboration.
      • Evaluate project outcomes - collects relevant data to determine project efficiency, makes and implements recommendations to improve project outcomes or processes, develops written summary reports by making recommendations to the leadership.
      • Determines project timelines to accomplish identified goals with milestones.

        • Develop staff job descriptions for new hires and restructure current job descriptions to revise staff positions as needed. Work closely with Department and SOM Human Resources for appropriate classification and salaries.
        • Supervise/train/lead assigned clinical support staff. Keep apprised of annual review dates, complete Performance Evaluation on time, and have productive conversations with staff.
        • Stay apprised of weekly and semi-monthly payroll deadlines and ensure that forms for new hires, terminations, and salary and/or budget changes for current employees are processed.
        • Coordinate and approve staff leave and overtime. Oversee and maintain compliance with the web-based time and attendance system (E210).
        • Orient all new employees to the Division, ensure all forms are correctly filled out and submitted, and that new employees contact all necessary offices (e.g., Human Resources, Registrar, Parking, I.D., etc.)
        • Develop new administrative policies and procedures as needed to ensure smooth operation of the Division. Make recommendations to the Division Chief and Division Clinical Director in the form of decision options.

          Patient Satisfaction/Complaints
          • Address patient complaints and ensure prompt resolution of their concerns.

            Special Knowledge, Skills & Abilities
            • Selected individual should be able to demonstrate a record of increasing job responsibility linked to accomplishments in health care management. Must have the ability to build effective professional relationships with faculty, patients, and staff within the division, department, Health System, and University.
            • Independent judgment, strong communication skills, self-motivation, and demonstrated leadership ability are also prerequisites for this position. One must possess -problem-solving and organizational skills and a strong personal and professional commitment to quality patient care and service excellence.
            • Good interpersonal and communication skills necessary, high degree of motivation and ability to prioritize assigned work necessary.
              • Must possess a strong personal and professional commitment to quality patient care and service excellence

                Minimum Qualifications
                • Bachelor's Degree in related discipline required.
                • Four years related experience.
                • Previous supervisory experience required.
                • Requires an understanding of changing reimbursement policies and third-party reimbursement.
                • Basic skills in MS Excel.
                  • Additional education may be substituted for years of related experience, additional experience may be substituted for years of education to the extent permitted by the JHU equivalency formula.

                    Preferred Qualifications
                    • Master's Degree in Business Administration or Health Care Management preferred.
                      Classified Title: Ambulatory Services Manager
                      Working Title: Ambulatory Services Manager
                      Role/Level/Range: ATP/04/PC
                      Starting Salary Range: $52,230 -$71,890 -$91,550 Annually (Commensurate with experience)
                      Employee group: Full Time
                      Schedule: M-F; 08:30 - 5:00
                      Exempt Status: Exempt
                      Location: School of Medicine - East Baltimore Campus
                      Department name: 60000454-SOM DOM ID Bartlett Clinic
                      Personnel area: School of Medicine

                      Total Rewards
                      The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here:

                      Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
                      JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

                      **Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

                      The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

                      The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

                      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.

                      EEO is the Law
                      Learn more:

                      Accommodation Information

                      If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit

                      Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit and all other JHU applicants should visit

                      The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

                      The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

                      Note: Job Postings are updated daily and remain online until filled.

                      To apply, visit


Keywords: Johns Hopkins University, Baltimore , Ambulatory Services Manager, Accounting, Auditing , Baltimore, Maryland

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