Manager, Resident Clinic Operations

About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:

The Resident Clinic Manager is responsible for assisting in leading the daily clinical functions of the Resident Clinic. Principal responsibilities include operations, establishing and maintaining clinical standards of care, managing of residents, staff and resources, while maintaining compliance with all policies, procedures and regulations. The Resident Clinic Manager reports to the Medical Director and the Director of Clinical Operations/DA and typically supervises the Ophthalmology clinical staff within the clinic.

Job Description:

Essential Duties and Responsibilities:

• Oversees 28 residents, and their clinical schedules
• Oversees the Ophthalmology walk-in Clinic (similar to an ER, specific to eyes emergencies)
• Directs technical staff with day-to-day tasks
• Has a working knowledge of all clinical testing and assisting techniques. Assists with quality- of-care services provided to patients by the clinical staff and keeping patient handouts current/up to date and supplied within the clinic
• Oversees equipment maintenance following all manufacturer guidelines and according to company policy.
• Ensures all equipment is in proper working condition and annual preventative maintenance is being performed.
• Assists residents with radiology orders and prior authorizations. Assists with patient complaints and resolution before elevating the issue/concern to higher management
• Works jointly with the director to develop new policies and procedures in addition, will continually update and revise the Policy & Procedures Manual, participates Resident Operations Committee (ROC) meetings.
• Monitors inventory control processes and supervises personnel using a cost-effective approach, ensuring the clinic and minor procedure room are adequately supplied with all necessary pharmaceuticals, samples and general supplies.
• Works with the Business Office coordinator to maintain supplies of injectable medications and specimen collection devices.
• Maintains inventory of clinical instruments and surgical supplies under lock and key
• Maintains a “code blue” kit with appropriate supplies for any patient emergency that may arise in clinic. Ensures documentation is submitted to Wayne Health via incident report, and following up to ensure the patient is not lost to follow up.
• Responsible for supervision of recruitment, orientation, termination, performance counseling, education, clinical competencies, evaluation, and performance expectations of clinical staff
• Ensures all physician standing orders are up to date and accurate, communicates changes to the residents, and attending physicians and staff, completes monthly chart audits ensuring
• Medicare compliance, oversees and improves clinical processes assuring best reliable procedures are used. Working with physicians to ensure orders submitted, but not obtained, are removed from the patient’s chart prior to billing. Monitoring all fellow and resident inboxes to ensure tasks are monitored within the appropriate timeframe.
• Establishes and maintains a positive and safe work environment.
• Ensures lab orders are followed in a timely manner. Following to ensure the physician/resident is aware the labs were or were not done, and that the labs were responded to within a timely manner, or sending a certified letter from the provider for patients not following their care plan. Ensure lab orders sent to LabCorp and DMC are accurate and dealing with any denials sent from LabCorp and DMC from all ophthalmology physicians. Obtain authorizations for lab orders not covered by insurance, or re-submitting documentation with updated diagnosis.
• Maintains a log for all radiology patients scheduled and ensuring images are obtained, maintain a line of communication with the ordering provider, and scheduling the patient for appropriate clinic follow up. Obtaining authorizations for urgent cases and working with Wayne Health authorizations to assist with obtaining authorizations.
• Monitors patient flow, maintains efficient FTE/patient ratio, investigates patient flow problems and develops solutions, encourages open communication with residents, attending physicians and staff, Coordinates physician schedules with front desk staff
• Encourages internal and external continuing education opportunities for technicians, conducts and supervises in-service training through IJCAHPO continuing education courses and clinical hands-on.
• Assists in triage over the phone, in-office surgical assisting, counseling and informed consent.
• Additional duties as requested.

Education, Licensure/Certification, and Training:

• Bachelor degree or equivalent education/work experience in physician office setting.
• Three (3) - Five (5) years of experience in at least two of the following areas: medical assistant, nursing, appointment scheduling, patient registration, medical records, charge entry and/or billing preferred.
• 2+ years supervisory experience.
• COT not required but preferred.

Skills and Abilities:

• Experience in ophthalmology patient care environment required.
• Medical terminology, particularly Optometry and Ophthalmology required.
• Experience working with insurances and insurance companies required.
• Ability to keep pace with a high volume of patients while performing multiple, sometimes complex tasks is necessary.
• Experience with Microsoft Office applications such as Word, Outlook and Excel is required
• Exceptional organizational skills with the ability to multi-task.
• Exceptional interpersonal and communication skills to promote positive patient and associate experiences.
• Ability to effectively code and submit documentation for payment collection.

Safety Requirements:

• Compliance with Department Health and Safety policies and procedures.
• Mandatory Flu vaccination annually (based on Department guidelines).

Working Conditions/Schedule:

Wayne Health is an EEO/AA/Veteran/Disability Employer