Coordinate the day-to-day activities of a multi-faceted complex medical and/or surgical 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 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 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. And/or Coordinate patient visits within specialty program that requires more complex coordination of care across departments and/or multiple locations, departments, institutions and/or entity lines of service, and multiple systems.
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.
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 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.
Prepare & distribute agendas, meeting minutes & reminders for meetings. Attend, tape record and transcribe minutes of those meetings.
Compose agendas, documents, correspondence, and memos on behalf of the faculty. Transcribe and/or type manuscripts, technical documents, tables, graphs/charts, correspondence and notes, formatting and compiling information for grants, protocols, presentations, reports, manuscripts, etc.
Serve as coordinator for faculty travel and faculty-sponsored events. Manage scheduling/calendars.
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
Pend RX refills requested and route to physician
Pend orders based on defined
Internal Number: 42036-en_US
About Johns Hopkins University
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.