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The University of Miami, Bascom Palmer Eye Institute, is seeking a full time Clinical Program Manager for the Sleep Center in Miami, Florida.

The Clinical Program Manager is responsible for managing and supporting various clinical specialties, programs, and initiatives. An employee in this position oversees administrative staff responsible for resolving patients’, physicians’, and staff’s concerns. They must also analyze clinical data, prepare reports and presentations for clinical and operational leadership, and lead initiatives in support of department growth and process optimization. The incumbent exercises considerable independent judgment and discretion in managing and carrying out daily activities while adhering to policies and procedures.

CORE JOB FUNCTIONS

+ Supervises, directs, and coordinates, through subordinate supervisors, assignments for program operations.

+ Evaluates office production, revises procedures, and devises new forms to improve efficiency and workflow.

+ Supervises clinical operation and quality assurance procedures.

+ Implements projects and procedures to ensure program performance is exceeding expectations.

+ Triages requests for patient appointments with appropriate staff.

+ Oversees various personnel actions, including but not limited to, hiring, performance appraisals, disciplinary actions, termination, and other related activities.

+ Performs assessment of needs within the organization and develops clinical programs to meet those needs.

+ Maintains required records and reports statistics for administrative, quality assurance, and safety and control purposes.

+ Coordinates the development, implementation, and evaluation of departmental or program area policies and procedures designed to improve operational efficiency.

+ Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education: Bachelor’s degree in relevant field

Experience:

+ Minimum 3 years experience in a leadership role within a clinical setting required.

+ Experience supporting physicians and coordinating patient care activities required.

+ Experience with an electronic medical record system (EMR) required (Epic preferred).

+ Experience as a supervisor strongly preferred.

+ Experience managing projects, implementing new technologies and processes, and performing data analytics preferred.

Knowledge, Skills, and Attitudes:

+ Knowledge of business and management principles

+ Ability to direct, manage, implement, and evaluate department operations.

+ Ability to establish department goals, and objectives that support the strategic plan.

+ Ability to effectively plan, delegate and/or supervise the work of others.

+ Ability to lead, motivate, develop, and train others.

Department Specific Summary

Under the direction of the Medical Director and Director of Business Operations, oversee and manage the Sleep Laboratory's daily operations. Supervise staff with input from the Medical Director and Chief Polysomnographic Technologist, monitor workflow, evaluate performance, establish procedures, and recommend systems for optimal performance. Addresses all staffing issues and support the overall team as needed.

Department Specific Functions

Administrative Support

+ Provides administrative support, oversight, issue resolution, and coordination for the Sleep Center.

+ Acts as a resource within the Sleep Center for technical issues.

+ Manages the day-to-day operation of the Sleep Center per ASSM guidelines.

+ Prepares annual budget.

+ Supports clinical service line expansion initiatives through business proposal development, financial analysis, and industry research.

+ Works closely with Marketing to update and complete promotion action plans.

+ Develops reports, dashboards, and metrics to monitor and address areas of opportunity with provider productivity, clinic cycle times, patient volumes, wait times, appointment lead times, slot utilization, no-show rate, etc.

+ Implements processes, monitoring, and technology to track and improve staff productivity and performance.

+ Monitors patient satisfaction scores for assigned providers and designs initiatives for continuous improvement.

+ Acts as the administrative lead for equipment repairs, clinic renovation, and construction projects.

+ Collaborates with the Revenue Integrity department to monitor claim submissions, appeal denials, and audit coding to ensure accurate billing and optimal reimbursements.

+ Other duties as assigned.

Operations Management

+ Maintains sleep center supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

+ Maintains productivity by monitoring the workload of functional areas, identifying peak and slack periods, and making operational or staffing adjustments.

+ Manages implementing and documenting project plans, timelines, workflows, action items, and status updates, such as new technologies and processes to improve operations, provider productivity, patient care, and satisfaction.

Staff Management

+ Directly supervises support staff to maintain consistent coordination of patient care activities.

+ Responsible for recruiting, selecting, orienting, and training staff.

+ Schedules and assigns employees to weekly work schedules and follows up on their work performance.

+ Manages employees’ hours and verifies in Kronos on assigned days.

+ Counsels and disciplines staff as needed while providing annual performance reviews.

+ Ensures staff provides appropriate patient support, which requires continuous evaluation, mentorship, education sessions, and performance management.

Compliance and Quality Assurance

+ In collaboration with the medical director, develop effective standard operating procedures (SOPs), policies, and training materials for all primary department functions and ensure staff adoption.

+ Assures service complies with professional standards and state and federal regulatory requirements in collaboration with the Medical Director.

+ Monitors QA with the Medical Director daily and reports on QA quarterly.

+ With consultation from the Medical Director, revises and writes standard operating procedures and instrument maintenance protocols.

Patient Care Coordination

+ Ensures patient inquiries and communications are documented and addressed promptly and professionally, including patient phone calls, EMR messages, and tasks, and escalating/assigning requests as needed to ensure proper resolution.

+ Develop and monitor provider In-Basket reports for all assigned providers and staff to ensure timely and appropriate resolution.

+ Review provider schedules in advance to ensure patients are scheduled appropriately and all pre-appointment requirements have been completed, such as referrals, insurance authorizations for medication and procedures, test orders, MyChart activation, virtual appointment software, etc.

+ Coordinates the scheduling of patients as needed, such as clinic cancellations or urgent patients, and follows up with patients who cancel, reschedule, or do not show up for their appointments to ensure an appropriate continuum of care.

+ Ensures providers have the appropriate support for clinical activities to resolve delays and guides patients as needed through each step of their appointment to improve the overall patient experience.

+ Promotes patient utilization and understanding of the EMR patient portal for electronic communications, test results, pre-appointment documentation, etc.

Faculty and Provider Coordination

+ Coordinates the onboarding and orientation of new faculty, residents, fellows, and attending providers to include schedule development, clinic space/support staff allocation, administrative office assignment, and ordering office supplies such as computer, phone, and phone number.

+ Oversees the coordination of faculty schedules to include vacation/meeting requests, clinic cancellations/add-ons, surgery, on-call coverage, and resident/fellow schedules, and ensures provider schedule software (QGenda) is updated.

+ Ensures faculty maintain appropriate credentialing documents and coordinates service-specific education and research functions such as internal/external professional meetings/conferences, new procedure demonstrations, and Continuing Medical Education (CME) activities.

+ Provides ancillary, clerical, or medical-related support to providers, including patient care, clinical activities, student services, reporting/statistics, research study, patient management, and other business needs.

Meetings and Communication

+ Facilitates monthly meetings to present consolidated data across all providers on service performance and priority initiatives to include timely distribution of agendas and minutes and continuous follow-up on all actionable items between meetings.

+ Rounds in clinical areas, participates in clinic huddles and manages meetings and communications.

Department Specific Qualifications

Education: High school diploma required and / or equivalency.

Experience:

+ A minimum of three (3) years of increasing responsibility and supervisory experience.

+ Ability to support physicians and coordinate patient care activities.

+ Experience with an electronic medical record system (EMR) required (Epic preferred).

Knowledge, Skills, and Attitudes:

+ Managing processes, presenting technical information, managing proficiency, equipment maintenance, training, analyzing information, informing others, quality focus, and clinical testing.

+ Excellent interpersonal, communication and negotiating skills with the ability to effectively present information and respond to questions from individuals and/or groups both within the organization or while representing the organization.

+ Demonstrate an ability to interact as a leader in a team-building environment with a wide variety of individuals from diverse disciplines, cultures and experience.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

H11