How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The Department of Otolaryngology-Head and Neck Surgery has an exciting opportunity for a Clinic office manager. The overall responsibility of this position is to ensure safe, excellent and efficient service to: patients and their families, healthcare providers and other stakeholders in the Facial Cosmetic and Reconstructive Surgery Ambulatory Care Unit (ACU) within the Otolaryngology Department, located at the Livonia Center for Specialty Care. The Clinic Manager - in conjunction with the ACU Medical Director, the Operations Manager, Nurse Manager, and with other stakeholders- plans, manages and evaluates administrative, financial, operational, and strategic activities of the unit.
A. Clinic Operations
- Facilitate patient access and optimize schedule and space utilization within the clinic.
- Analyzes and interprets data for presentation at ACU meetings as well as to inform decision-making. Monitors and addresses expense variances in collaboration with leadership.
- Using lean principles, develops strategies to improve processes and overall care management in the ACU
- Leads ACU meetings as appropriate
- Leads process improvement efforts and capital projects for the clinic.
- Interprets, discusses with ACU leaders, and implements directives brought forward at ACU Leadership, ACCG, and ACU Operations meetings.
- Actively participates and represents the ACU in other meetings and larger institutional initiatives as appropriate, such as high level disinfection processes and regulatory readiness.
- Ensures cash-handling and revenue charge capture processes comply with guidelines while attaining timeliness and accuracy goals. Coordinate with stakeholders within and across departments and units to optimize revenue cycle results.
- Works closely with Call Center Supervisor and Clinic Managers at other sites across the department to ensure coordinated and standard processes and work flow. Participates and leads the ongoing development and evaluation of operational and departmental procedures.
- Develops and implements site policies and standards, and ensures implementation and compliance. Makes recommendations proactively for changes to improve clinic operations and otherwise better meet the needs of internal and external customers.
- Actively seeks, plans and executes of solutions to address patient access, financial, and patient satisfaction goals, among others as articulated by ACU, departmental and health system leadership.
- Supports clinical providers in their use of MiChart (Epic) electronic medical record.
- Understanding of patient billing and self-pay workflows
- Manage and organize marketing efforts and clinic events.
- Provides back-up coverage as necessary for staff members
- Performs other duties as assigned.
B. Personnel Management
- Directly supervises clinic personnel, including check-in and check-out staff, surgery schedulers, medical assistants and any temporary employees such as medical scribes and work-study students.
- Performs all HR functions with respect to designated staff, including but not limited to interviewing, hiring, orientation, career development, disciplinary action and termination decisions while consulting as necessary with other stakeholders.
- Provides on-the-job-training, monitoring and coaching to directly supervised personnel. Such as: for all clinic clerical staff in patient arrival/departure processes, charge entry, cash collection, appointment scheduling, and insurance authorization conduct.
- Holds staff accountable for professional behavior and interactions with patients, providers and staff internal and external to ACU.
C. Quality Improvement
- Ensures that staff is continually Joint Commission-ready and that the clinic environment of care is in compliance with all regulatory standards.
- Reviews and manages patient safety reports and contributes to the development of countermeasures.
- Provides leadership to staff in understanding and applying improvement principles and integrating lean practice into daily work.
- Acts as fire and safety representative for clinic, including managing fire safety board and conducting necessary drills and assessments.
D. Customer Service
- Provides on-the-job training, monitoring and coaching to all clinic staff in customer service principles and etiquette.
- Serves as a role model for exemplary customer service (internal and external) and service recovery, and motivates all staff to excel in these areas
E. Facilities Management
- Coordinates facilities upkeep and resolution of maintenance issues.
- Works closely with leadership to evaluate capital and operational projects to maintain and improve ACU operations and environment of care.
- Supervision is received from the Otolaryngology Operations Manager.
- Administrative/functional supervision of staff consisting of check-in/check-out staff, scheduling staff, medical assistants and any temporary staff employed in Facial Cosmetic and Reconstructive Surgery ACU.
- Associates degree in health administration or related field.
- Experience leading teams and projects, previous ambulatory care experience preferred
- Excellent verbal, written and interpersonal communication skills with a strong customer focus and an ability to interact with a wide variety of individuals in a professional manner.
- Demonstrated ability to work independently and as a part of a collaborative group with a commitment to team building and support.
- Demonstrated ability to prioritize, complete tasks in a timely manner, and work under pressure.
- Expert computer skills, including the ability to demonstrate proficient use of Microsoft Excel.
- Excellent problem-solving and decision-making skills; strong analytical and critical thinking skills.
- Ability to compose professional correspondence.
- Ability to lead large group meetings in a professional and productive manner.
- Ability to respond to patient concerns and feedback in a productive manner.
- Excellent attendance record.
- Ability to evaluate and make changes to processes/protocols, toward continuous quality improvement. Demonstrated process improvement experience.
- Competency in check-in/out, surgery scheduling, cadence templates, and billing research within Epic/MiChart
- Previous recent management experience preferred
- Proficient use of Word and PowerPoint
- Familiarity with University policies and procedures is desired.
- Ambulatory care experience in a procedurally-based specialty is preferred.
Livonia Center for Speciality Care
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.