Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.
The University of Miami has an exciting opportunity for a full time Clinical Program Manager in the Department of Virtual Eye Care Service with Bascom Palmer Eye Institute.
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.
Qualifications
CORE QUALIFICATIONS
Education: Bachelor’s degree in relevant field
Any relevant education, certifications and/or work experience may be considered.
Certification and Licensing: N/A
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.
Summary
DEPARTMENT SPECIFIC JOB SUMMARY
The Virtual Eye Care Clinical Program Manager is responsible for managing and supporting the Virtual Eye Care (VEC) HUB and all the programs and initiatives that depend on it. BPEI’s VEC service encompasses all tele ocular specialties and offers scheduled virtual encounters with the providers who routinely conduct weekly or monthly virtual clinics. Virtual Eye Care visit types address new, follow-up, postoperative care and/or second opinions. These visits provide expert care allowing providers to discuss symptoms and/or conditions, testing results, medication concerns, etc.
An employee in this position reports to the VEC’s Executive Director, and oversees administrative staff responsible for resolving virtually the patients’, physicians’, and staff’s concerns. They assist providers to conduct scheduled VEC appointments in compliance with updated program guidelines, by facilitating the use of consistent virtual templates. They also ensure good patient experience by providing skilled coordinators familiar with virtual template, sub-specialty needs, and scheduling asynchronous testing visits at BPEI eye centers and testing centers. Lastly, they ensure VEC coordinators receive specific VEC patient experience training (scripting, virtual etiquette, progressive/organized/easy-to-follow patient instructions, etc.) .
Department Specific Qualifications
Education: Bachelor’s degree in relevant field
Certification and Licensing: Certified Ophthalmic Technician or Ophthalmic Nurse preferred
Experience:
- Minimum 3 years experience in a leadership role within a clinical setting required (telehealth preferred).
- Experience supporting physicians and coordinating patient care activities required.
- Experience with an electronic medical record system (EMR) required (EPIC preferred).
- Experience as a supervisor is strongly preferred.
- Experience managing projects, implementing new technologies and processes, and performing data analytics preferred.
Knowledge, Skills, and Attitudes:
- Digital Mindset with focus on Patient-Centered Value-Based healthcare
- Familiar with office management principles
- Proficiency in computer software (i.e. Microsoft Office).
- Knowledge and skilled in the use of video-conferencing technologies
- Superior customer service skills
- Ability to understand and follow instructions.
- Ability to maintain effective interpersonal relationships, both in-person and online
- Ability to communicate effectively on camera (live video) and establishing empathy
- Ability to communicate effectively in both oral and written form.
- Ability to handle difficult and stressful situations with professional composure.
- Ability to lead, motivate, develop, and train others online.
Department Specific 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 the implementation of and documents project plans, timelines, workflows, action items, and status updates for all specialty related projects such as new technologies and processes to improve operations, provider productivity, patient care and 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/dialy/weekly schedule balance, etc.
- Implement processes, monitoring, and technology to fully track and improve staff productivity and performance.
- Monitors patient satisfaction scores for assigned specialties/providers and designs initiatives for continuous improvement.
- Facilitates regular 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 the logistics team to facilitate optimization of scheduling templates.
- Ensures patient inquiries and communications are documented and addressed in a timely and professional manner which includes patient phone calls, EMR messages and tasks, and escalating/assigning requests as needed to ensure proper resolution.
- Develops and monitors provider In-Basket reports for all assigned providers and staff to ensure timely and appropriate resolution.
- Reviews 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 for their appointments to ensure appropriate continuum of care.
- 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.
- Promotes patient utilization and understanding of the EMR patient portal for electronic communications, test results, pre-appointment documentation, etc.
- 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.
- Collaborates with the Revenue Integrity department to monitor claim submission, appeal denials, and audit coding to ensure accurate billing and optimal reimbursements.
- Rounds in clinical areas, participates in clinic huddles, and manages specialty/service meetings and communications.
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.
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
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 for additional information.
Job Status:
Full time
Employee Type:
Staff
Pay Grade:
H11