Medical Office Coordinator

General Summary/Purpose

Coordinates the day-to-day activities of a multi-faceted medical/research and academic practice to ensure a smoothly functioning office and exemplary patient relations. Serves as medical office coordinator for the Johns Hopkins Gastroenterology Clinic. Resolves patient problems, third party issues (including insurance) and refers patients to appropriate resources as necessary.

Offers friendly, courteous, and confidential assistance to patients to ensure that the patient has a positive experience while visiting the Clinic. Maintains accurate and detailed information on each patient to facilitate a successful patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, and check-in. Works with others in a team environment exhibiting professionalism and exemplary customer service skills.

Specific Duties & Responsibilities

• Schedules patients for new and returns appointments, medical examinations, procedures and consultations.

• Resolves any scheduling conflicts in proactive and timely manner.Demonstrates awareness of limitations of institutional resources, and seeks to maximize physician scheduling within this context.

• Provides high level of coordination and communication for international and domestic patients, including scheduling multiple visits within a short time frame.

• Follows and helps creates processes and systems to ensure high level of service to patients. Proactively seeks to schedule/reschedule patients to efficiently utilize resources (e.g., backfill to cover cancellations or add urgent appointments, etc.).

• Provides exemplary customer service by utilizing service excellence techniques such as scripting, service recovery and rounding to ensure that patient expectations are exceeded during clinic visit. Resolves and/or elevates any patient problems if proactive and timely manner.

• Verifies and enters pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas. Resolves third party issues.

• Demonstrates understanding and sensitivity to diversity. Considers cultural and linguistic differences that may impact patient experience and makes appropriate accommodations/recommendations to ensure patient expectations are exceeded.
  
• Prints and mails directions, maps, fee schedules, doctor’s notes, test results and other Johns Hopkins Gastroenterology Clinic specific information to patients. Sends medical questionnaire forms to patients to obtain missing information.

• Works in coordination with the clinic staff to ensure accuracy, proper organization and advanced preparation of clinic visits.
  
• Relays information to patients regarding preparation for laboratory tests and examinations.
  
• Obtains and/or verifies patient's demographic data by phone or in person.
  
• Confirms appointments by telephone and/or mail. Fills vacancies due to cancellations.
  
• Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.

• Assists patients or family members with the completion of medical insurance forms.
  
• Informs patients of costs of care being provided, and guides them to appropriate resources for further information or assistance.

• Sends correspondence to referring physicians when patients cancel or now shows, also sends thank you letters for patient referrals.
  
• Answers phones and provides routine information to callers. Maintains e-mail group for the clinic and distributes correspondence to the appropriate staff member of physician within the clinic.

Minimum Qualifications(Required)

High School Diploma or GED.

Two (2) years work experience in medical office environment.