The primary responsibility of the Sr. Medical Office Coordinator within the Department of Genetic Medicine is to coordinate activities and administrative support for a multifaceted, highly specialized clinical office. This position requires coordination of initial and follow-up care for the Genetic Medicine patients. Coordination of pre- and post-ancillary appointments and tracking compliance is also required. Troubleshoot and resolve problems as they arise, referring patients, as needed, to appropriate resources. Ensure that third party payers, managed care organizations, and HMO’s preauthorize patient visits and procedures as necessary. Use knowledge of clinic operations to ensure that registration activities are completed accurately, safely, and in a patient friendly manner; and make recommendations to the Clinic Manager for improvements. The candidate will be required to regular, professional interactions with patients, patient families, physicians, Genetic Counselors, insurance companies and third-party carriers with regard to patient related issues.
Specific Duties & Responsibilities
Professionally and efficiently handle incoming requests from patients and ensure that the issues are resolved promptly and thoroughly. Requires unwavering professional phone etiquette and in person verbal communication with patients, family members, visitors, care partners, providers, counselors, and all other clients of the Department of Genetic Medicine clinical practice.
Offer friendly, courteous, and confidential assistance to ensure the patient has a positive experience at Johns Hopkins.
Coordinate visits within the department and between departments. Maintain an accurate, up to date protocol for use by the clinic office team and Access Services; the Clinic Manager before dissemination of any updates or changes must approve the protocol.
Work productively with others in a team environment including, but not limited to, the clinic office, clinical service spaces, laboratories, Access Services, and departmental activities.
Provide high quality service and support in a variety of areas which may include, but not limited to scheduling, registration, insurance authorization, intake packets, medical records information, and care coordination within the clinical practice and with external clinical care givers
Use automated systems (e.g., EPIC, Medgis, phone systems, etc) to manage provider templates, complete patient scheduling, complete pre-registration, check-in and check-out, and document all phone encounters, conversations, and inquiries in the medical record. Use automated systems to relay messages to patients and to providers regarding patient care and patient inquiries.
Assist the Clinic Manager, as necessary, on issues relating to patient complaints, health care providers' concerns, and operational issues, and take measures to correct situation or ensures appropriate personnel are involved.
Research insurance and registration questions and inform the Clinic Manager.
Maintain schedule for providers practicing in clinic each session.
Create provider templates in EPIC and make changes as approved by the Clinic Manager. Both the Clinic Manager and the Clinical Director must approve all changes to provider templates before changes can be implemented.
Track provider requests to cancel and/or make-up sessions.
Gather patient information, fulfill patient needs, educate patients, family members and care partners, where applicable.
Coordinate follow up office visits by providing information about treatment and test locations, scheduling follow up appointment times, sending appropriate paperwork and documentation, and calling patients to remind them of upcoming appointments.
Relay information to patients regarding preparation for laboratory tests and examinations, and what they can expect on the day of their visit. Visits may be either in person or via video (telemedicine) and appropriate preparatory documentation must be provided by the coordinator to the patient and/or care partner involved in their care.
Maintain familiarity with various types of medical insurance and how and when to obtain insurance prior authorization for office visits with providers and Genetic Counselors, as well as for genetic testing that may be requested prior to or at the time of the visit.
Provide administrative support for medical matters on behalf of Physicians and Genetic Counselors. Administrative support includes, but is not limited to, handling outgoing and incoming faxes, organizing medical records, filing, answering phones, calling patients, sending emails/Epic messages/MyChart messages to patients and providers, handling office outgoing and incoming mail, picking up samples for testing from various on-site locations, etc.
Provide routine office support: answers phone, greets visitors, maintains calendar, arranges meetings, sorts and responds to mail, files, maintains office equipment; promptly alerts Clinic Manager, Genetic Counselor Manager, and/or other senior manager or Administrator of any issues or concerns that arise.
Assist with the financial clearance of appointments, imaging, and testing as needed and when assigned by the Clinic Manager. This position will cross train between routine medical office coordinating activities and financial clearance for medical appointments and will be expected to assist with financial clearance as needed.
Pick up patient specimens in a timely manner when assigned and/or when requested to do so by any provider in the clinical practice. Patient specimens may be located at any of several locations within the hospital campus.
Monitor provider schedules for out of state video visits that may require the provider to have a medical license in the state where the patient resides.
Prospectively review schedules for all assigned providers and ensure that schedules are filled (without open slots). If schedules have openings, work with Access Services to fill these slots before others are filled so that each provider’s schedule utilization is maximized.
Learn and understand each of the department’s Key Performance Indicators and practice continual performance improvement for ensuring the department achieves high quality indicator scores.
Perform other duties as assigned.
Essential Job Functions:
Scheduling for assigned clinics (including use of Epic and other required software).
Provide phone coverage.
Minimum Qualifications (Required)
High School Diploma/GED.
Three (3) years progressively responsible medical office experience.
Medical terminology required. Intermediate computer and proofreading skills required.
Experience in the Johns Hopkins system strongly preferred.
Additional education may be substituted for up to one year of experience. JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
Experience in the Johns Hopkins System strongly preferred.
CPT and ICD-10 coding experience.
Special Knowledge, Skills, and Abilities
Intermediate computer and proofreading skills. Experience with word processing, spreadsheet and database software, telephones, copiers, fax machines, voice and electronic mail, and credit card machine.
Demonstrated proficiency in health care business and office procedures.
Understanding of hospital and physician office practices.
Ability to operate a PC with general knowledge of MS Office software.
Excellent communication skills.
Effective verbal and written communication skills.
Well-organized and detail-oriented with flexibility to manage multiple requests while utilizing multiple systems.
Must display sensitivity to the interrelationship of both people and functions within the department.
Proficient in use of office equipment.
Able to meet deadlines and have the ability to multi-task.
Knowledge of Epic system.
Classified Title: Sr. Medical Office Coordinator Working Title: CO Sr Medical Office Coordinator Role/Level/Range: ATO 40/E/02/OE Starting Hourly Pay Rate Range: $17.42 - $23.95 /Commensurate with Experience Employee group: Full Time Schedule: Monday - Friday, 8:30a - 5:00p / 40 hrs per week Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus Department name: 10002893-SOM Genetics Medical Genetics Clinic Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
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