Ophthalmic Service Manager

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The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for Manager, Ophthalmic Service, Retina Neuro. The Ophthalmic Service 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:

• Provides administrative support, oversight, issue resolution, and coordination for all assigned specialties, programs, and projects.

• Directly supervises support staff assigned to clinical specialties and providers in effort to maintain consistent provider support and coordination of patient care activities. 

• Ensures all managed staff provide an appropriate level of support to their providers and patients which requires continuous evaluation, mentorship, education sessions, and performance management.

• This includes, but is not limited to, response time, issue resolution, efficient and adequate use and understanding of the EMR, patient portal, scheduling (visit types, templates, appointment changes, appointment documentation, etc.), and the facilitation of all appointment variations (onsite, virtual, and hybrid).

• Develops effective Standard Operating Procedures (SOPs) and training materials for all primary department functions and ensures adoption by staff.

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

• Manages implementations and documents project plans, timelines, workflows, action items, and status updates for all clinical service related projects such as new technologies and processes to improve operations, provider/staff productivity, and patient care/satisfaction.

• 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, hourly/daily/weekly schedule balance, etc. 

• Implements and monitors processes and technology to fully track and improve staff productivity and performance.

• Monitors patient satisfaction scores for assigned service/providers and designs initiatives for continuous improvement.

• Facilitates monthly meetings per assigned service to present consolidated data across all sites and providers on service performance and priority initiatives to include timely distribution of agendas and minutes as well as continuous follow up on all actionable items between meetings.

• Coordinates 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 of office supplies such as computer, phone, phone number, etc.

• Proactively assesses patient volumes and clinic flow among assigned specialties, improves the distribution of patient assignments to promote efficiency, and escalates patient scheduling issues to facilitate optimization of scheduling templates.

• Ensures patient concerns are documented and addressed in a timely and professional manner.

• Develops and monitors provider In-Basket reports for all assigned providers and staff to ensure timely and appropriate resolution.

• Communicates data to providers to inform their practices such as lead time to appointments, schedule instructions, order signing, etc. 

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

• 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 which may include patient care, clinical activities, student services, reporting/statistics, research study patient management, and other business needs.

• Contributes to the development of the annual operating expense and capital budget and facilitates equipment/supply requests for review and purchase.

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

• Rounds in clinical areas, participates in clinic huddles, and manages specialty/service meetings and communications.

• Remains up-to-date on current regulatory requirements related to the clinical services and performs audits to ensure continued compliance.

• 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 or equivalent

Certification and Licensing:

Six Sigma Green Belt or Equivalent preferred (required within 1 year of hire)

COA (Certified Ophthalmic Assistant) Certification (preferred)

Experience:

• Minimum 5 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

• Proficiency in Microsoft Excel, PowerPoint, Word, and Adobe.

• 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.

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. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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