Patient Service Coordinator/Medical Assistant (PSC/MA) will work in an outpatient setting and have responsibilities related to patient care and the clinic environment. Time spent in the PSC/MA role will fluctuate based on clinic need, with an average need of 60% in the MA position and 40% in the PSC position. The position is centralized and will work across specialty centers to ensure optimum flow and customer service within the clinic. Provides exemplary customer service to patients, physicians and internal customers to aid in meeting patient satisfaction goals of the division.
Coordinate activities to provide secretarial and medical assistant support for a multi-faceted clinical office to ensure a smoothly functioning office and good patient relations. Interact with patients, patients’ families, referring physicians and third party carriers with regard to patient-related issues. Work with others in a team environment. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support. The individual displays responsible behaviors, communicates effectively to others and functions as a member of the healthcare team. The PSC/MA functions under the direct supervision and authority of the physician when performing clinical tasks during patient care. The PSC/MA reports to the Clinic Supervisor, who is responsible for administrative supervision, staff development, and orientation of the PSC/MA to the area’s policies and procedures. The PSC/MA must demonstrate competency in all skills related to the performance of patient care. The PSC/MA maintains an inventory of examination/procedure room supplies, assists in the organization of efficient patient flow, and organizes the clinic environment to assure patient safety. The PSC/MA demonstrates problem-solving skills as they relate to patient care activities, provides guidance for and acts as a role model for Medical Assistants in the clinical area.
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.
Clinical Administrative Support
Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics for providers who have a non-schegistrar as their Patient Service Coordinator.
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 or Clinic Supervisor.
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.
Provide administrative support for medical matters on behalf of physicians.
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.
Review clinic schedules, and make adjustment as appropriate
Other activity processed in EPIC
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
Pend orders based on defined “Practice Preferences.”
Provide information to patients
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.
Coordination of OR Cases (If appropriate)
Work with surgical scheduling coordinator to post all OR cases.
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.
Certified Medical Assistant Specific Duties and Responsibilities:
Clinical: Participates in the care of the patient, under the direct supervision of the Physician and in collaboration with the healthcare team.
Collects patient information and assessment data.
Obtains and records patient’s vital signs: temperature, pulse, respirations, blood pressure, weight and height.
Reports assessment findings to practitioner, and records on appropriate documentation forms in a timely manner.
Obtains additional data from patient and significant other based on initial data collection.
Performs chart review prior to clinic visit to obtain historical data.
Monitors patient status recognizing and reporting abnormal findings or changes in condition.
Organizes patient care activities based on assessment findings.
Confirms and clarifies written orders prior to implementation of delegated tasks.
Maintains and uses principles of aseptic techniques and infection control when performing clinical duties and tasks.
Assists practitioner in identified patient procedures/treatments/examinations, (preparation, positioning, supplies, equipment). Proactively problem-solves and identifies solutions to barriers to safety.
Appropriately obtains and manages specimens, including: labeling, form completion, transport to laboratories, and log maintenance.
Recognizes emergency situations and implements emergency procedures according to clinic guidelines.
Administers first aid, CPR, and maintains emergency equipment and supplies.
Provides appropriate patient education, health information materials and community resource lists as directed, and maintains educational supplies.
Obtain lab results.
Unit Operations: In close partnership with health care team, assures smooth and efficient patient flow and clinical operation.
Assists patients to exam room and prepares patients for examination. Assists patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables, and scales utilizing proper body mechanics and safety measures. Identifies patients with special needs.
Orders, stocks, and maintains exam rooms and clinic areas with standard levels of supplies, medications, linens, nourishments, forms and equipment. Recognizes patient care trends affecting unit supplies and notifies clinic supervisor
Operates clinical equipment according to equipment procedures including safety and quality control checks. Checks clinic area and rooms for malfunctioning equipment and general maintenance problems on a regular basis. Reports findings to appropriate person or arranges for repairs as required.
Ensures that soiled linen, needle containers and potentially infectious waste are appropriately disposed and removed from the clinic and exam area according to the infection control guidelines.
Performs related and delegated tasks, which includes requests for prescription refills, taking and relaying messages, directing patient flow and running errands.
Works with healthcare team to assure smooth and efficient patient flow and clinical operation. Problem solves obstacles to throughput process and notifies manager and patients of wait time.
Assist with front desk duties, including but not limited to-
Responsibility in Medical Assistant Role:
Identifies self-learning needs related to job description and seeks out appropriate resources to meet learning needs.
Acts as a resource and preceptor for Medical Assistants
Participates in staff meetings by providing constructive input and facilitating problem-solving.
Identifies opportunities for performance improvement and provides input for the development of solutions.
Identifies and uses a variety of resources to validate patient care decisions.
Scope of Responsibility:
Knows the informal and formal department goals, standards, policies and procedures, which may include some familiarity of other departments within the school/division.
Is sensitive to the interrelationships of both people and functions within the department.
Carries out duties and responsibilities under the supervision of the physician and clinic manager.
Makes decisions and establishes work priorities on procedure-oriented operations.
Requires high school diploma or GED.
One (1) year work experience in a similar service-oriented industry required
Completion/passing of an approved Certified Medical Assistant Exam.
Certification/Registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP) required. If not currently certified/registered, must become certified/registered within 90 days of date of hire.
Current CPR certification by the American Heart Association or the American Red Cross required at time of hire.
Two (2) years related work experience preferred.
Knowledge of medical insurance coverage preferred.
Medical terminology, and basic computer skills preferred.
Special Knowledge, Skills, and Abilities:
Requires successful interpersonal and communication skills with patients, families, physicians, and other health care team members in order to foster optimal quality of outpatient care.
Complete mandatory on-going training necessary to schedule new and follow-up appointments, as appropriate.
Technical Qualifications or Specialized Certifications:
Must have current certification in CPR and certification as a Medical Assistant by an approved national examination agency.
Must maintain MA and CPR certification/registration during duration of employment in this position.
Working title: Patient Services Coordinator/Medical Assistant
Role/Level/Range: ATO 40/E/02/OD
Starting Salary Range: $15.26 - $21.00 (commensurate with experience)
Employee group: Full time
Employee Status: Non-Exempt
Schedule: Monday-Friday - 8:30am-5:00pm 40hrs/Wk
Location: Johns Hopkins Bayview Asthma & Allergy Building
Department name: 10002797 - SOM DOM – Bay Rheumatology
Personnel area (School): SOM – School of Medicine
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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