THE MEDICAL HEART OF MARYLAND

Treating over 330,000 patients every year, the University of Maryland Medical Center is at the vital core of Maryland’s health care system and community. We’re known for our prestigious expertise in innovative research and education, along with the talented staff and advanced centers that make it all possible. The R Adams Cowley Shock Trauma Center, the world’s first center dedicated to trauma, treats more than 7,500 critically injured patients a year with an incredible 97 percent survival rate. We also have one of the nation’s largest kidney and pancreas transplant programs at The Joseph and Corinne Schwartz Division of Transplantation, home to Maryland’s first steroid-free protocol and pancreas/kidney transplant. From our National Cancer Institute-designated UM Marlene and Stewart Greenebaum Cancer Center to The University of Maryland’s Children’s Hospital, one of the largest pediatric centers in the state, we are dedicated to saving and transforming lives.

Join a highly engaged team of Outpatient leaders who oversee a broad array of primary care, specialty and behavioral health practices.

Under limited supervision of the Vice President and Directors of Patient Care Services maintains a leadership role in the facilitation of departmental operations, projects, and systems. Collaborates with Directors and Managers to ensure effective utilization of resources. Focuses on the support and infrastructure needed to achieve the goals and objectives of Ambulatory Services. Responsible for reporting the performance of initiatives and departmental programs. Facilitates interdepartmental initiatives with Finance, Human Resources, IT, Clinical Operations, Quality, and Corporate Contracting. May have responsible for the supervision of select financial, operational, and/or administrative staff within the Ambulatory Services.

I. Principal Responsibilities and Tasks – General Duties

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Consults with all levels of management regarding business operations and designs business practices to meet administrative and financial goals and support achievement of cost, revenue and volume objectives. Ensures operational processes are based on sound business practices compliant with UMMC policies, procedures, protocols and regulations Recommends short and long-term action plans to support operational goals and objections.

2. Assists in the implementation of action plans and establishes monitoring and reporting methodologies. Maintains department trending reports and statistics for administrative and planning purposes. Identifies emerging trends and opportunities for improvement. Develops information on comparable operations in other clinical and professional organizations (MGMA, Vizient, etc.) for benchmarking purposes, as necessary.

3. Works closely and collaboratively with Senior Leadership, Directors and Department Managers to optimize the integration of data into the management of business and financial operations. Researches and analyzes operational and financial issues. Prepares, aggregates, and customizes reports and presentations. Assists in data collection for internal/external audits as well as analyzes and implements recommendation of the audit committee.

4. Supports Directors and Managers in the oversight of Clinical Service and Capital budgets and fiscal year budget planning. Monitors and assures monthly financial performance to budget and monitors variance reporting. Determines fiscal requirements, prepares budgetary recommendations, and authorizes expenditures for the administrative department.

5. Monitors legal, operational and financial elements of UMMC quality programs, agreements, grants and contracts including understanding the planning and coordination of resources. Analyzes financial reports for leadership and makes recommendations based on established policies and strategic plans. Serves as a financial liaison between the UMMC leadership for the grant, the accounting department and external parties.

6. Serves as a liaison between Ambulatory Services and other teams for issues concerning business applications including INFOR,

Lawson, and Kronos. Oversees the development and maintenance of documentation and training materials. Designs systems and generates reports needed to monitor scheduling, staffing, and productivity.

7. Provides project management support for the development and implementation of business and operational processes, projects, and systems as directed. Ensures proper alignment of resources and completion of projects in a timely and effective manner.

8. Assumes primary responsibility for resolving day-to-day administrative issues. Anticipates issues and implements intervention strategies to prevent issues from evolving. Creatively seeks results, solutions, answers, and improvements. Develops processes to ensure excellent communication with outpatient clinic staff, physicians, and patients as it relates to practice management activities.

II. Principal Responsibilities and Duties – Ambulatory Services
1. Coordinate activities and execute strategies related to ambulatory Service Excellence, Access, Scheduling and Registration, charge capture and revenue maximization. Supports establishment of common business practices between UMMC and other stakeholders as it relates to ambulatory outpatient sites. Keeps abreast of current regulatory (federal, state, and Joint Commission) guidelines and related hospital policies, to ensure compliance, and monitor trending.
2. Provides leadership in current state and creates a business case with analyses for new programs and procedures.
3. Epic Portfolio
i. Assists in current-state analyses, creates and revises operational workflows, key performance indicators, hardware utilization, conversion of data, billing and reporting for each clinic’s optimization of the ambulatory registration, scheduling and electronic medical record systems. These activities are conducted in parallel with other Informatics teams.
ii. Identify, design, and determine criticality for reporting needs. Assess and advocate for optimization needs.
iii. Monitors the efficiency and effectiveness of registration and scheduling activities, ensuring quality of data capture, entry and output.
4. Access and Scheduling
i. Optimizes call center practices, efficiencies and metrics; analyses call distribution data and advises on opportunities for improvement.
ii. Masters template building and management, and conveys that expertise to the practices for local management.
iii. Facilitates adherence to electronic referral processes within the system to retain patients in longitudinal care across the continuum.
iv. In alignment with the Informatics team, manages the overall integrity of Tavoca messaging and Patient appointment letters (SmartSource).
5. Registration – ensures efficient and completeness of pre-registration and registration materials and EMR data entry fields. Facilitates patient generated scheduling and registration platforms (Kiosks, portal and tablets) and optimizes use within the practices.
6. Revenue Cycle
i. Establishes and monitors policies and procedures related to authorizations, charge capture, audit and reconciliations.
ii. Identifies opportunities and defines methodologies to optimize revenue, manage work queues, ensure accurate up-to-date charging methods, substantiate proper utilization of Epic portfolio work queues, and augment time of service collections
iii. Provides direction and guidance for billing to include: batching of professional fees, report reconciliation, staff training and problem resolution. Serve as primary liaison with all professional fee billing offices.
iv. Monitors Administrative Assistant functions related to financial maintenance including Accounts Payable, Disbursements, Physician Finances, and Reimbursements. Establishes and monitors policies and procedures related to charge capture, audit, and reconciliation within all outpatient sites.
v. Monitors overall denials, open encounters and other barriers to optimal revenue. Facilitate corrective action plans to support efforts.
7. Patient Experience
i. Serves as supportive liaison with Press Ganey related to the Ambulatory Patient Satisfaction Surveys to ensure accurate provider rosters, appropriate data transmission, timeliness of reporting, remediation of issues, proper utilization and interpretation of national benchmarks, training of users, and sharing data with appropriate stakeholders
ii. Provides data to vendor conducting Patient Satisfaction Surveys; summarizes performance for senior leadership and recommends focused areas for improvement. Develop plans to support priority initiatives that focus on the achievement of goals.
iii. Develops, implements, manages and maintains executive reporting tools.
iv. Leads Service Excellence improvement program in alignment with the Patient Experience Council. Monitors and aggregates complaints and grievances in alignment with the UMMC Service Excellence team.
8. Training - Mentors and develops practice supervisors and administrative/business staff with onsite support and practice assessments. Ensures successful delivery of leader and staff orientation and competency assessments in a multimodal fashion including online learning, written materials, practice sessions at the elbow support and incremental training.

Education and Experience

• Master’s degree in Business Administration, Health Care Administration, Finance, Accounting, or a related field or equivalent required. Equivalent combination of degree in process and experience may be considered.
• Two years of progressively responsible work experience in health care administration, financial analysis, budgeting, reimbursement, accounting, auditing or the educational equivalent. Healthcare-related finance background is preferred. Outpatient Medical Practice experience preferred.
• Experience supervising, monitoring daily work activities, evaluating, training and motivating the performance of subordinate technical, operational and/or clerical support staff.

Knowledge, Skills and Abilities

• Knowledge of operational principles, business processes, policies, practices, technology, and regulations which are pertinent to the delivery of patient care. Extensive knowledge of clinical and operational decision support information systems
• Demonstrated financial management and leadership skills. Demonstrated analytical and critical thinking skills. Ability to assess complex operational issues and systems, develop an analytical framework, and make recommendations. Ability to organize, interpret, and integrate data. Ability to monitor outcomes for continuous process improvement.
• Expert knowledge of spreadsheets (i.e. Microsoft Excel), databases (i.e., DBASE, Microsoft Access), word processing programs (i.e., Microsoft Word), graphic/specialty and other finance-related software programs. Ability to teach others and act as a department resource of expertise.
• Ability to tactfully motivate and guide all levels of staff while maintaining required degree of confidentiality and purpose. May often be called upon to address groups of various sizes, discuss/debate alternatives with other professionals and/or arbitrate differences of opinion and/or focus.
• Ability to interpret requests/requirements and effectively present data to support performance improvement activities.

All your information will be kept confidential according to EEO guidelines.