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 CRM Manager is responsible for managing a clinic with staff of varied skill and knowledge levels performing somewhat complex to very complex tasks, establishing operational objectives and delegating assignments when appropriate. Specific responsibilities include:
Ideal Patient Care
- Analyzes data and acts on it as appropriate, and regularly reviews adequacy of processes to assure compliance with Medical Group operational principles.
- Leads the development and delivery of all patient-centered programs and services within the ACU.
- Provides leadership and direction to ensure managerial, clinical, functional, and financial effectiveness of the ACU.
- Evaluates and implements discipline plans in collaboration with the medical director.
- Analyzes staffing requirements and patterns based on needs and benchmarking data.
- Works with respective departments to coordinate educational efforts and to implement established programs.
- Interprets Medical Group policies to administrative staff, medical staff, and outside agencies and groups.
- Participates in the development and implementation of policies, priorities, program strategies, and long-range institutional planning for the Medical Group and Michigan Medicine.
- Promotes the professional development of all staff.
- Ensures infrastructure is in place to support clinical research, education and training initiatives.
- Coordinates vacations, sick leave and continuing medical education leave in collaboration with ACU Medical Director.
- Manages routine clinic operations (e.g., scheduling, billing, referral management, check-in, front end collections, call centers, gathering patient information) in collaboration with the ACU leadership team.
- Responsible for oversight of the unique billing and charge capture processes specific to Infertility and IVF.
- Manages the ACU budget, promotes productivity, optimizes revenue and identifies cost reduction opportunities for improved net margin.
- Identifies and resolves charge capture and billing issues in collaboration with the billing office.
Quality Assurance and Improvement
- Assures compliance with Michigan Medicine Continuous Quality Improvement and Safety Programs.
- Point of contact for SART regarding annual reporting. Responsible for prompting and following through with completion of the many steps toward completion and reporting required in SART and the further upload to NASS for eventual mandated reporting through the CDC.
- Responsible for ensuring compliance with regulatory agencies including: TJC, CMS, FDA, and CAP.
- Collects and analyzes patient satisfaction data, communicates results with medical director and clinic staff, and addresses areas of concern.
- Addresses and follows-through with patient complaints implementing process improvements as appropriate.
- Resolves issues concerning staffing and utilization of facilities, equipment, and supplies.
- Responsible for the management of off-site building processes
- Directs the use of facilities including hours of operation and space allocation.
- Plans and directs the improvement of assigned facilities, including the construction or renovation of structures and purchase of major equipment.
Vision and Leadership
- Organizes and directs major program, strategic planning, and development activities for the ACU consistent with Michigan Medicine mission goals, and institutional objectives and in partnership with the ACU leadership team.
- Plans, directs, and evaluates the operational planning activities of the ACU, as well as the corporate functions of finance and business systems, human resources, nursing, information technology services, and infrastructure support, as they relate to the ACU.
- Comprehends the mission, goals and objectives of the Medical Group and how it relates to their ACU in order to understand how their ACU fits within the broader group practice.
- Is available by phone or pager during all hours of operation for problems that might arise at the ACU and designate appropriate coverage during absences.
- Attends appropriate meetings with Medical Group administration and regular meetings with ACU administrative team.
- A Bachelor’s degree in Management, Business Administration, Healthcare Administration, or an equivalent combination of related education and experience.
- Five years of progressively responsible experience in ambulatory care operations or practice management.
- Demonstrated effective communication, problem solving skills and customer service approach are required.
- Demonstrated competence in leadership and management.
- Previous supervisory experience.
- Must be able to problem-solve.
- Must be able to communicate effectively verbally and in writing.
- Ability to positively represent the department to internal and external customers.
- Effectively prioritize workload to meet deadlines in a timely manner.
- Excellent leadership and interpersonal skills.
- Proficiency with computer systems and MiChart.
- Knowledge of Lean management principals.
Monday-Friday with occasional Saturdays, 40 hours/week
Briarwood Center for Reproductive Medicine
475 Market Place, Building 1, Suite B
Ann Arbor, MI 48108
Reporting Relationships: Center for Reproductive Medicine Medical Director and Department of Obstetrics & Gynecology Chief Department Administrator.
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.