General DescriptionDepartment: General Administration Monday-Friday 8:30a.m.-5:00p.m. 37.5 hrs.
The Associate Administrator of Ambulatory Operations & Access provides high level leadership and administrative oversight for, as well as directs the operational and access activities of, the Department of Medicine's (DOM) diverse outpatient operations, as well as business process improvement and metric monitoring activities. The position will provide leadership, direction, regulatory support and/or guidance to all DOM ambulatory clinics and ancillary services, including those on the JHH campus, JHBMC campus and satellite ambulatory practice locations. This position also provides oversight of the Department's Access Services strategy and partners with Central Access Services in the delivery of quality customer service.
The position aligns operations to meet the needs of patient care while also supporting the educational and research missions of the Department. The Associate Administrator is responsible for business process improvement and supporting faculty and nursing leadership in quality, safety, patient service and clinical process improvement activities impacting the DOM's outpatient units.
The Department maintains approximately 250 inpatient beds at The Johns Hopkins Hospital, generates approximately $400 million in revenue, discharges approximately 15,000 patients, generates more than 300,000 ambulatory visits (all ambulatory sites) and performs more than 25,000 procedures per year.
With a direct reporting relationship to the Clinical Administrator at The Johns Hopkins Hospital and to the Administrator and Assistant Dean at the Johns Hopkins Bayview Medical Center, the Associate Administrator is responsible for providing analyses of the outpatient care delivery models and processes, and implementing improvement strategies to ensure high performing, patient- and family-centered practices, and creating and implementing a vision for ambulatory services. The Associate Administrator will monitor and evaluate efficiency, workflows, quality and safety metrics and patient satisfaction. This position also participates in the fiscal management of the DOM's outpatient support operations.
The incumbent exercises leadership at the Department and Hospital Executive level to advance the tripartite mission of research, education, and patient care. Sharing expertise and collaborating closely with a broad spectrum of individuals across the Hopkins enterprise, this position has a far-reaching impact touching patient care, business development, system integration, data analytics, quality improvement, and more.
Duties and Responsibilities:
Ambulatory Operations Leadership: Provide leadership and direction to the DOM ambulatory practices regarding efficient care delivery models, staffing analyses, performance improvement, clinical and administrative systems enhancements, regulatory requirements, revenue cycle management, patient satisfaction and provider engagement.
In partnership with the Associate Vice Chair of Ambulatory Operations, cast a vision for the Department's ambulatory operations and establish annual goals/metrics (complementary to those of the Department) to achieve identified goals.
In partnership with the applicable division, provide direction for (and, as needed lead) the development of new ambulatory sites of care.
Lead the implementation of ambulatory practice initiatives (Epic enhancements, meaningful use, transitions of care, accountable care, etc.) across the DOM clinics.
Advise the Clinical Administrator, Administrator/Assistant Dean, and Associate Vice Chair of Ambulatory Operations, and other department and divisional leaders, as appropriate, on ambulatory practice initiatives, clinical program development or regulatory compliance issues.
Direct DOM division administrators, ambulatory services managers, clinic managers and clinic supervisors on how to optimize infrastructure, process and outcomes for ambulatory clinic operations.
In partnership with Central Access Services, Office of Johns Hopkins Physicians, Clinical Practice Association, Nursing Administration and faculty leadership, utilize process improvement methodologies to enhance and optimize performance and desired outcomes.
As needed, engage and partner with Divisions and other functional unit administrations to develop inter-departmental strategies that develop effective multi-disciplinary outpatient care services.
Design and implement corrective action plans or performance improvement plans for identified operational issues.
Educate providers and staff on ambulatory policies, guidelines and/or protocols. Assist faculty and nursing leadership in the communication and implementation of existing, new and/or revised administrative policies, guidelines and protocols involving ambulatory care operations. Develop/revise operating policies and procedures with appropriate leaders for each practice.
Partner with the Associate Vice Chair of Ambulatory Operations to periodically review and update the departmental Outpatient Clinic Standards. Ensure implementation across the Department.
Partner, as needed, with Ambulatory Services and/or the Assistant Administrator of Revenue Cycle Management to ensure compliance with applicable regulated hospital and professional fee billing for departmental ambulatory practices.
Develop and assist in the development and/or review of departmental emergency preparedness plans affecting patient care operations in the ambulatory care setting. Maintain familiarity with institutional policies and procedures, and update departmental policies as appropriate. Assist in the coordination of Department response to internal disasters (e.g., flooding, facilities issues, etc.) and external emergencies (e.g. severe weather, international incidents, etc.).
Directly supervise and actively engage one to two analysts, including all aspects of recruitment, orientation, talent management, performance evaluation and discipline, timekeeping, and other key HR functions. Ensure human resources are appropriately deployed and operating cohesively to achieve goals, as well as be responsive to DOM, SOM and JHHS needs.
In partnership with applicable divisional leadership, indirectly supervise ambulatory service managers (or the primary clinic manager where there is no ASM), including participation in recruitment, orientation, talent management, performance evaluation and discipline, and other key HR functions. Ensure human resources are appropriately deployed and operating cohesively to achieve goals, as well as be responsive to DOM, SOM and JHHS needs. Directly supervise managers of the Department's outpatient ancillary services, including participation in recruitment, orientation, talent management, performance evaluation and discipline, and other key HR functions. Ensure human resources are appropriately deployed and operating cohesively to achieve goals, as well as be responsive to DOM, SOM and JHHS needs. Assist in the development of strategies to maintain and improve compliance with all appropriate regulatory and accrediting bodies (e.g. The Joint Commission, CMS, HSCRC) in all areas of operations, including personnel management, facilities, workflows, etc.
Access Oversight: Oversee the Department's strategy for ambulatory access. Partner with division administration to develop improvements in patient access.
Coordinate with DOM Finance in the development of the annual Central Scheduling operating budget and cost allocation methodology.
Articulate a clear vision to various stakeholders in the Department of the JHM Access Improvement Initiative. Serve as the departmental business owner for the Access Improvement Initiative. Engage access managers, divisional administrations, physician leaders and Access Services leadership to review process improvement goals and develop strategies to optimize providers' template management, Epic protocols, scheduling utilization and referral management.
In collaboration with Central Access Services, indirectly supervise and actively engage one to three call center managers. Ensure responsiveness to DOM needs.
Program Planning, Development & Financial Management Work collaboratively with physician, nursing and care management leadership to provide effective, efficient and patient-centered care in the Department's outpatient care settings. Develop and participate in the analysis and evaluation of strategic business plans, feasibility studies, market assessment, marketing plans, data gathering, implementation plans and presentation of written reports on prospective and existing clinical programs impacting the outpatient setting. Proactively develop and implement change management strategy for major organizational activities and events in alignment with departmental and/or institutional objectives.
Formulate tactical business plans in conjunction with administrative leaders in the DOM, SOM, JHHS, and other affiliated institutions.
Accountable for the financial, volume and operational performance of the DOM's access operations, whose combined expense budgets exceed $2 million.
As applicable, assist in the development of volume, expense and capital budgets-and corrective action and performance improvement plans-for the DOM's JHH and JHU satellite operations.
Data and Metric Management: Monitor ambulatory performance indicators, including clinician productivity, meaningful use performance, scheduling utilization, cancellation rates, show rates, space utilization, staff productivity, patient satisfaction, safety culture and employee engagement. Analyze CG-CAHPS, Meaningful Use, Press Ganey, MHAC and other quality and safety data to identify patient satisfaction, quality and safety concerns. Advise and assist ambulatory service managers and other clinic leaders in the development and implementation of strategies to positively address and improve metrics.
Maintain fluency with dashboards provided to or maintained by the Department. Oversee the training of others for the dashboards.
Oversee the monitoring of ambulatory-related dashboards for accuracy. Assist in improvement of the dashboard, recommending changes to enhance utilization and positively impact patient care. Assist in the creation of new workflows, enhancement of reports or dashboards, and/or the development of new tools to support ambulatory operations. Provide training to identified user groups.
Develop and assist in the maintenance of a dashboard that evaluates the efficient and effective function of a clinic. Educates others on the interpretation and effective use of the dashboard to improve clinic operations.
Oversee the design and production of various reports utilizing institutional data to create monthly, quarterly, and annual operations reports for departmental and institutional leadership. Design and produce other special reports as requested.
Internal Relationship Management: Build strong collaboration and teamwork with the Department of Medicine central administrative offices located on the East Baltimore and Bayview Medical Center campuses, as well as division administrations. Includes, but is not limited to, nursing administration, general administration, inpatient administration, finance administration, facilities, human resources administration, information technology administration and revenue cycle management.
Builds strong collaboration with Associate Vice Chair of Ambulatory Operations to ensure departmental goals are met. Based on established credibility and trust, ability to represent Department leadership to faculty, staff and leadership in regular meetings and daily interactions. Proactively identify concerns and issues, and partner with Associate Vice Chair of Ambulatory Operations and/or departmental administration for appropriate resolution.
Develop communication strategies and execute tactics to improve communication and to build productive relationships with JHHS and SOM employees pertaining to ambulatory operations. Continuously communicate to staff the importance of the patient experience, quality of care, and sound financial performance; and, collaboratively champion successes and priorities for improving performance in meeting and exceeding patient and customer expectations.
Develop and maintain effective communication mediums to disseminate information to various stakeholders.
External Relationship Management: Collaborate with DOM Administration, Patient Relations & Patient-Family Centered Care, and other managers and institutional departments to develop strategies to improve patient satisfaction and the patient experience in ambulatory areas operationally managed by the Department. Communicate or establish targets for patient satisfaction and engage faculty and staff to improve.
Partner with departmental and Patient Relations leadership in the development and maintenance of leadership rounding (or other similar strategies) to promote and instill a culture of patient and family centeredness.
Oversee responses to patient concerns regarding outpatient activities and facilitate, as appropriate, prompt resolution, in accordance with institutional policies, of their concerns.
Support business development activities of the Hopkins enterprise to develop mutually beneficial clinical and operational programs.
As needed, partner with affiliated facilities in areas of access and program development, clinical collaboration and network development.
Positively contribute to the culture and environment of the Department of Medicine as a whole through citizenship and service on a variety of departmental initiatives.
Positively contribute to the field of health care management through involvement with professional societies, representing Hopkins in broader initiatives, and providing mentoring opportunities to students and emerging leaders.
Work with appropriate personnel and/or organizations to ensure that teams and individuals have the clinical, information and organizational tools to serve our patients and customers effectively and efficiently.
Information Systems: As directed, participate in the research and evaluation of software packages and make suggestions regarding purchases of new programs and upgrades of existing programs. Work with appropriate information technology staff to integrate applications, troubleshoot software problems and provide basic instructional and technical support.
As directed, collaborate with central information technology groups to ensure technology support needs are addressed.
Contacts: Internal: Department of Medicine Administration Offices, DOM Nursing Administration, Division Administrations, JHH and BMC Executive Offices, JHU SOM Dean's Office, Access Services, Clinical Practice Association, Office of Johns Hopkins Physicians, Johns Hopkins Medical Management Corporation, IT@JH. Various other departments and divisions.
External: External affiliated hospitals, donors, and various vendors and service providers (e.g., supply companies, professional medical organizations and societies, contractors).
Conduct self in an exemplary fashion to achieve goals and set example for others within the Department. High emotional intelligence and keeps his/her ego in check.
Exude Johns Hopkins core values of Integrity, Excellence, Collaboration, Innovation, Respect and Diversity.
Awareness of the ambulatory practice management body of knowledge.
Fluency to master complex issues swiftly and the ability to explain the dimensions and the solutions articulately to decision makers and staff.
High energy level, creativity, enthusiasm and passion for working in a dynamic and complex environment. Good sense of humor and does not take self too seriously.
Very strong organizational skills, analytical and problem solving abilities, and attention to detail. Ability to coordinate complex multi-disciplinary processes in order to facilitate satisfaction of internal and external goals.
Display a high level of analytical competence that can identify raw data and convert it to information for purposes of guiding the decision making process.
Strong project management skills that bring the appropriate people together to define, measure, analyze improve and maintain processes.
Strong interpersonal and communication skills, both oral and written, with gravitas, executive presence, confidence and sophistication. Ability to effectively interact with all levels of University and Hospital employees as well as outside contacts. Must have excellent listening capabilities. Strong presentation skills and the ability to prepare and explain multifaceted information to large groups.
Self-starter with ability to make independent judgments and to act on decisions on a daily basis. Ability to work for periods of time without direction.
Ability to prioritize own work and work of staff as needed. Ability to work with flexibility on several tasks simultaneously and to meet various concurrent deadlines.
Ability to maintain confidentiality.
Knowledge of accounting and budgeting theory and practices.
Competency in market analysis and business plan development.
Knowledge of accounting and budgeting theory and practices.
Customer Service & Teamwork: Is courteous, respectful and pleasant in person and on the telephone with coworkers, faculty, patients, visitors and supervisors. Utilizes proper telephone etiquette.
Serve as a representative of the Department of Medicine outside of the confines of Departmental office space.
Function as a team player and works to maintain harmonious working relationships with coworkers, peers and supervisors.
Serves as the departmental lead and expert for all ambulatory practice issues. Implements departmental and institutional ambulatory practice initiatives across all departmental ambulatory practice sites. Builds collaborative relationships with Johns Hopkins Hospital and Bayview Medical Center leadership to achieve departmental goals.
Ensures processes and resources are in place to address day-to-day operations issues, such as administrative barriers to care, access limitations, space use, resource allocations, and safety or quality concerns.
Know the formal and informal departmental goals, standards, policies and procedures which may include some familiarity of other departments within the SOM and JHHS enterprises.
Is sensitive to the interrelationship of both people and functions within the Department.
Know the role of the position and its potential impact on the Department.
Decision Making and Authority:
On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
Direct and supervise the activities of one to three ancillary services managers, one to two analysts, and (with dual reporting with their respective divisional leadership) five to seven ambulatory services managers in accordance with the applicable Johns Hopkins entity. Indirectly supervise one to three access services call center managers in cooperation with Central Access Services.
Influence the decisions and directions of other Johns Hopkins employees to arrive at a plan of action, and appropriately work to hold those accountable for following through to bring plan to fruition.