Classified Title: CO Medical Office Coordinator Working Title: Role/Level/Range: ATO 40/E/02/OD Starting Salary Range: $15.11-$20.79 Employee group: Full-Time Schedule: Working 40 hours per week; Monday-Friday Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus Department name: 10002807-SOM DOM Endocrinology Personnel area: School of Medicine
Working collaboratively in the top ranked Division of Endocrinology, Diabetes, & Metabolism, the Medical Office Coordinator is responsible for overseeing the day-to-day activities of a multi-faceted, high volume medical practice (with over 1,300 visits annually) to ensure a smoothly functioning office and excellent patient relations. Providing support in a team-based, service-oriented environment to multiple physicians for up to 8 weekly clinics, the Medical Office Coordinator is responsible for a variety of interactions with patients, insurance companies, schedulers, and other health professionals in preparation for and following up from the clinic visit. In addition to the clinic support responsibilities, this position will perform other administrative functions to ensure the successful operations of the Division’s clinical practice. Serving in a Division that exceeds national benchmarks for employee engagement, this position is responsible for providing excellent service, resolving patient problems by taking appropriate action or referring to other resources, and regularly performing duties of a sensitive and confidential nature.
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. Carries out duties and responsibilities with limited supervision. Makes decisions and establishes work priorities on essentially procedure-oriented operations. Responsible for completing regular tasks without repeated instructions.
If approved to schedule in EPIC, schedules appointments.
Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics for providers who have a non-schegistrar as their Medical Office Coordinator.
Coordinate exam room availability with key stakeholders
Working with Clinical Director and Clinical Operations Administrators to coordinate clinic schedules for physicians, troubleshooting scheduling conflicts and working closely with the Endocrine Scheduling Office to arrange for routine and emergency patient appointments.
Collect insurance information, and complete registration in EPIC.
Answer 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.
Provide administrative support for medical matters on behalf of physicians.
Complete divisional requests for filing, faxing, scanning, copying, answering phones, sorting mail, data entry, and other errands in a timely, accurate, and collegial manner.
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 less than 2 weeks out or 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 patients for their records.
Preparing per physician-specific standards for each clinic session by:
Maintaining patients’ charts in the Epic Electronic Medical Record with relevant information such as lab results, test results, letters, memo and related medical documents
Obtaining relevant clinical information from other providers
Proactively reviewing the physician’s upcoming clinic schedules to identify potential issues, propose solutions, and fill vacant slots
Identifying and triaging requests for urgent appointments and taking the appropriate action to resolve issues
Other activity processed in EPIC, including but not limited to coordinating clinic follow-up of high importance activities, such as:
Enter patient phone messages and route to physician.
Print and send patient letters as necessary
Document inbound/outbound phone messages to patients as appropriate.
Pend RX refills requested and route to physician
Obtaining insurance pre-authorizations
Pend orders based on defined “Practice Preferences.”
Communicating lab results
Providing lab or other ancillary service requisitions
In-basket – Check messages daily and respond as directed by department policy.
Responding to ad hoc patient inquiries and requests in a timely, professional, and courteous manner, including communicating relevant information to and from the physician
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.
Up to date insurance information found on Johns Hopkins Managed Care website.
Facilitate scheduling of lab tests and other procedures. Determines appropriate schedule for clinical appointments based on physician schedule, and does three way call to hand off patient to call center.
Identifying dissatisfied patients and initiating service recovery procedures
Obtaining and communicating patient personal health information in a legally compliant and highly confidential manner
Gather information and to pend RX request and route to appropriate clinician.
Assist as needed with insurance authorizations for non-formulary medications.
Coordination of OR Cases (If appropriate)
Work with surgical scheduling coordinator to post all OR cases.
Verify that the posting sheet is completed and signed by the surgeon and scanned within EPIC.
Send out surgical packet to patient with pre-op instructions.
Verify all documents are received and scanned appropriately into EPIC prior to date of surgery.
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).
Provide coverage to the Division front desk and telephone line (410-955-3663). Provide back-up support coverage for lunches, illness, and other time-off requests as needed in the Division.
Providing leave coverage of other clinical support co-workers’ job duties, including reviewing and triaging patient requests received, completing prescription and lab requests, performing needed clinical preparation and follow up, providing other support to physicians as needed, and facilitating clinic schedule changes
Academic/General Administrative Support – As necessary
Provide general administrative support to one or more physicians
Answer office phone, schedule meetings/maintain calendars for physicians, make travel arrangements, maintain filing system (copy or scan as indicated).
Assist with preparation of correspondence, reports, posters, and related documents
Compile information for reports, grant applications, manuscripts, etc.
Order stock and maintain office supplies
May coordinate meetings on behalf of the physician.
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 two years of secretarial experience. Additional education may be substituted for years of related experience per the JHU equivalency formula.
Special knowledge, skills, and abilities:
Operating a personal computer with tasks such as accessing e-mail, electronic calendars, the Epic electronic medical record, and other clinical information systems/ office support software. Good oral and written communication. Ability to communicate with all levels of University and Hospital personnel, outside vendors, patients, and patient families.
Technical qualifications or specialized certifications:
The incumbent will be expected to successfully complete and maintain proficiency in required clinical information systems, scheduling systems, and other required training.
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 firstname.lastname@example.org. 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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