Senior Medical Office Coordinator
Coordinate the day-to-day activities of a multi-faceted complex medical practice to ensure a smoothly functioning office and good patient relations. Serve as resource in team environment. May serve in lead capacity to orient, train, and direct new medical office coordinators and/or other office staff. Address patient problems, third party issues and patient-related situations based on past experiences, and resolve issues independently. As appropriate, refer patients to other resources. Adapt to changes in technology and software to ensure efficient office practice. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support.
Specific duties & responsibilities:
- Medical Administrative Support. Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly. Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts and document interactions in applicable systems. Provide quality service and support in a variety of areas which may include, but not limited to scheduling, registration and care coordination.
- Serve as a resource for other Medical Office Coordinators and/or other administrative support staff. Train new staff, and may serve as a super user for new systems.
- Talk to prospective patients and/or family members to determine appropriate health care provider for patient(s). Advanced discussion includes: if provider is appropriate specialist, or if someone else may be more appropriate based on area of specialization, timeframe to get an appointment, insurance coverage, and geographic location. Offer effective alternatives to patient when appropriate.
- Routinely addresses complex situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used. Examples may include working with VIP patients, work with international patients, and unique scheduling situations.
- Coordinate all pieces of complex patient visits pre and post op. This includes scheduling all preliminary exams, imaging studies, and other tests in a timely fashion, and then gathering results for physician review.
- Patient Scheduling: If approved to schedule in EPIC, schedule appointments in EPIC.
- Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics for providers who have a non-schegistrar as their MOC.
- Collect insurance information, and complete registration in EPIC.
- Answer more complex questions from patients about billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.
- Support the physician with insurance preauthorization and single case agreement processes by submitting necessary clinical information as instructed by the physician.
- Coordinate follow-up office visits by providing information about treatment, and testing locations. Schedule lab tests and other procedures, and/or coordinates with other areas to complete scheduling process.
- When physician’s clinic is cancelled, call patient to re-schedule physician and/or testing appointments pertaining to that visit.
- If requested by physician, complete courtesy calls to patients to remind them of appointment arrival times and answer questions about location, parking, what to bring, etc.
- All information entered into EPIC will be subject to evaluation, quality controls and performance management standards.
- If not approved to schedule patients in EPIC, refer patients to Access Services to schedule appointments and procedures. Participate in multi-party conversations to ensure appropriate timing of services and medical records as required by physician.
- Answer in-coming call from patients and provide information to patients, as appropriate
- Routinely check voice mail and return calls to patients within 24 hours.
- Coordinate with patient and/or referring physician to obtain outside medical records. Ensure that all relevant outside medical records are received and scanned into Epic in advance of clinic. Ensure that physician gets medical records in advance per protocol as appropriate.
- Refer patient to appropriate resources/clinical areas.
- Send out letters and post op information to referring physicians, if needed.
- Send out confirmation letters to patients when appointment is scheduled in less than 2 week timeframe as needed.
- Receive from physician completed and signed forms requested by the patient such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. All completed forms should be scanned into EPIC and send original to the patients for their records.
- Review clinic schedules, and make adjustment as appropriate
- Other activity processed in EPIC
- Print and send patient letters as necessary
- Document inbound/outbound phone messages to patients
- Pend RX refills requested and route to physician
- Pend orders based on defined “Practice Preferences.”
- In-basket – Check messages daily and respond as directed by department policy.
- Reinforce information for office visits (e.g. scheduled dates of service, information to bring to the visit, driving instructions, where to park, etc.
- Act as a liaison for patient, coordinating future consultations, diagnostics tests, or procedures.
- Able to answer more complex questions with accuracy and provide up to date insurance information found on Johns Hopkins Managed Care website.
- Facilitate scheduling of lab tests and other procedures. Determine appropriate schedule for clinical appointments based on physician schedule, and does three way call to hand off patient to call center.
- Prescription refills
- Gather information to pend RX request and route to physician.
- Assist as needed with insurance authorizations for non-formulary medications.
- If applicable, prepare to support clinic activities from home in case of JHU closure (install virtual desktop and keep electronic reference lists as needed, and make sure you have cell or home phone numbers for physicians, supervisors, and clinic manager).
- Answer office phone, schedule meetings/maintains calendar for physicians, make travel arrangements, maintains filing system (copy or scan as indicated).
- Assist with preparation of correspondence, reports, posters, and related documents
- Compiles information for reports, grant applications, manuscripts, etc.
- Orders stock and maintains office supplies
- May coordinate large meetings and/or seminars (e.g., arrange logistics for speakers, meeting space, refreshments, invitations)
- May assist with preparation of sponsored project material
- Process reimbursements per department protocol as applicable
Minimum qualifications (mandatory):
- Requires high school diploma/GED, and a minimum of three years progressively responsible medical office experience. Additional education may be substituted for up to two years of experience per the JHU equivalency formula.
- Two years college or equivalent work experience preferred
Special knowledge, skills, and abilities:
Has demonstrated customer service, communication skills, ability to diffuse difficult situations in a complex environment.
Has good understanding of third party reimbursement policies and protocols.
Has good understanding of the registration and scheduling systems.
Technical qualifications or specialized certifications: Complete mandatory on-going training necessary to schedule new and follow-up appointments as appropriate.
Any specific physical requirements for the job: Ability to stand, walk or sit for an extended period of time. Reaching by extending hand(s) or arm(s) in any direction. Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard. Communication skills using the spoken word. Ability to see within normal parameters. Ability to hear within normal range. Possible exposure to communicable diseases.
*This position is an essential position which requires the incumbent to report to work and/or remain at work regardless of the existence of an emergency (weather or otherwise).
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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