WMU Homer Stryker M.D. School of Medicine

  • Service Line Manager

    Job Locations US-MI-Kalamazoo
    Posted Date 2 months ago(11/15/2019 8:55 AM)
    Job ID
    # of Openings
    Clinical Staff
    Target Salary
  • Overview

    Western Michigan University Homer Stryker M.D. School of Medicine is seeking a Service Line Manager. Responsible for effective and efficient clinic operations for the medical school’s primary care and specialty care service lines. Collaborates with the Director of Clinical Services to establish and implement clinical policies, standard operating procedures, and work flows to ensure delivery of excellent patient- and family-focused care while providing a high performing, team-based learning environment for resident and student education.  In collaboration with other members of the clinical affairs leadership team, coordinates staffing and effective work flow to ensure smooth daily operations within the practice service lines including the entire patient experience of patient scheduling, registration, care delivery, referral, allied health services, and other ancillary services. Serves as the direct supervisor of the referral team.


    • Ensures high quality patient care is provided in the primary care and specialty care service lines by assessing patient flow, wait times, and schedules. Acts to resolve delays and maximize the patient experience.
    • Addresses and resolves operational and personnel issues that may arise.
    • Develops relationships with providers; proactively addresses their needs and manages clinical operations to their expectations, in line with organizational practices.
    • Directs and coaches’ staff in methods for increasing provider and patient satisfaction, including proper advance preparation of patient care areas, medical records, and proactive anticipation of provider and patient needs.
    • Oversees, in coordination with other functional managers, to create and maintain staff schedules, as necessary.
    • Monitors patient volumes, patient satisfaction, quality of care, and performance of staff to identify areas for improvement.
    • Develops and implements workflows and processes to enhance patient experience, increase efficiency, decrease costs, or improve daily operations.
    • Serves as a liaison across service lines and disciplines. Participates as an active member of various committees; leads work groups, projects and committees as assigned.
    • Responsible for daily functioning, staffing, and management of the referral specialists.
    • Works in collaboration with the manager of Patient Billing to ensure accurate and appropriate referrals process management to support the revenue cycle targets.
    • Hires, evaluates, develops, and (when necessary) disciplines and discharges subordinates.
    • Executes management tasks in an accurate and timely manner.
    • Maintains equipment and physical space.
    • Provides effective leadership and oversight of assigned staff; leads by example and provides support, guidance, coaching and performance management when needed. Monitors and manages staff satisfaction and engagement.
    • Maintains professional skills and awareness of regulatory changes, compliance issues, innovations and developments, through research and training/continuing education opportunities.
    • Ensures compliance with all regulatory requirements and federal, state and local laws for the primary care and specialty care service lines. Stays abreast of trends and best practices.
    • Maintains programs and records in good order, as required for efficient and effective operations.
    • Availability to work on weekends and evenings to complete time sensitive projects.
    • Acquires knowledge for new technology and policy/procedure revisions.
    • All other duties as assigned.


    • Bachelor’s degree in business administration, healthcare administration or related field required; master’s degree preferred.
    • Minimum of five years of leadership experience in a medical office practice setting.
    • Strong conceptual, analytical, and communication skills.
    • Basic Life Support (BLS) certification.
    • Knowledge of practice management operations as well as patient relations.
    • Knowledge and skill in techniques to ensure delivery of high quality patient care.
    • Ability to cultivate effective relationships and work in collaboration with clinical faculty, staff, patients, and the public.
    • Strong leadership, facilitation, delegation, and coaching skills.
    • Proficient in the use of current technology, including Microsoft Office products.
    • Ability to learn and effectively use electronic medical records and other systems and equipment.
    • Professional and effective written and verbal communication skills. Ability to identify and employ communication strategies appropriate to the audience.
    • Ability to maintain accurate documentation and records.
    • Ability to use of independent judgment, problem-solving, organization, and prioritization skills.
    • Ability to manage multiple priorities, projects, and deliver timely results.
    • Able to perform duties independently, with a minimal need for direct supervision.

    About Western Michigan University Homer Stryker M.D. School of Medicine


    As one of the newer US medical schools, WMed is an exciting environment to pursue an academic career. The medical school is a collaboration of Western Michigan University and Kalamazoo's two teaching hospitals, Ascension Borgess Health and Bronson Healthcare. The medical school is a private 501(c)(3) nonprofit corporation supported by private gifts, clinical revenues, research activities, tuition, and endowment income. WMed is fully accredited by the Liaison Committee on Medical Education (LCME) and also by the Higher Learning Commission (HLC). The inaugural medical student class graduated in 2018 after completing an innovative, patient-centered four-year curriculum that prepares them to be exceptional clinicians, leaders, educators, advocates, and researchers of tomorrow. There are more than 200 residents and fellows in ten residencies and three fellowships accredited by the Accreditation Council for Graduate Medical Education (ACGME). WMed has Joint Accreditation for interprofessional continuing education, which incorporates accreditation by the Accreditation Council for Continuing Medical Education (ACCME). The School of Medicine Clinics are housed in a modern 60,000 square foot clinical building on the Oakland Drive Campus and are accredited by The Joint Commission with recognition by the National Committee for Quality Assurance (NCQA) as a Patient-Centered Medical Home. The 350,000 square foot educational building on the W.E. Upjohn M.D. Campus located in downtown Kalamazoo underwent a $78 million renovation and expansion project including two laboratory research floors and a state-of-the-art Simulation Center that is accredited by the Society for Simulation in Healthcare. The Innovation Center on the Parkview Campus is a life science, technology, and engineering incubator serving the earliest startups to maturing companies with laboratory, office and conference space, access to core scientific equipment and expertise, and a wide range of support services.


    Kalamazoo is a wonderful and vibrant city, located midway between Chicago and Detroit. It is a short distance from Lake Michigan, and home to two nationally ranked institutions of higher learning, Western Michigan University and Kalamazoo College. Kalamazoo is known for its community focus and emphasis on access to quality education at all levels. The Kalamazoo Promise is a nationally renowned program in which graduates of Kalamazoo Public Schools receive free tuition to attend public and private colleges in Michigan. Kalamazoo and Michigan provide extensive entertainment and recreational activities, including opportunities to enjoy the outdoors, unique restaurants and shops, and a strong culture supporting the arts.


    Western Michigan University Homer Stryker M.D. School of Medicine is an Equal Employment Opportunity/Affirmative Action employer of females, minorities, individuals with disabilities, and protected veterans, and actively strives to increase diversity within its community. We provide a drug- and tobacco-free workplace.


    EEO Minorities/Women/Disabled/Protected Veterans.



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