CO Patient Service Coordinator

General Summary/Purpose

Offer friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at Johns Hopkins General Internal Medicine Practice at Green Spring Station. Coordinate the day-to-day clinical operations for a group of health care professionals. Troubleshoot and resolve problems as they arise; collaborate with others to resolve patient problems or refer patients to appropriate resources. Maintain accurate information on each patient to facilitate the patient encounter. Use automated systems to expedite patient scheduling, pre-registration, and check-in. Work with others in a team environment. The individual displays responsible behaviors, communicates effectively to others and functions as a member of the healthcare team.

Specific Duties & Responsibilities

Clinical Administrative Support:

• Answer in-coming call from patients and provide information to patients, as appropriate and within scope
• 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.
• 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 original sent to patients for their records.
• Support the physician with insurance preauthorization and single case agreement processes by submitting necessary clinical information as instructed by the physician or Clinic Supervisor.
• Provide administrative support for matters on behalf of physicians.

Patient Scheduling and Registration:

• Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics.
• Collect insurance information, and complete registration in Epic.
• Collect insurance copayments in accordance with Johns Hopkins policies and procedures.
• 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.

• 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.
• Review clinic schedules, and make adjustment as appropriate.

• Act as a liaison for patient, coordinating future consultations, diagnostics tests, or procedures.
• Maintain up-to-date knowledge of insurance information found on Johns Hopkins Managed Care website.
• Determines appropriate schedule for clinical appointments based on physician schedule, and does three way call to hand off patient to call center.

Billing:

• Participate in the billing process by collecting time of service payments (co-pays or balances), or entering charges into electronic billing systems.
• Assist with basic insurance and third party queries and explain payment policies.
• Reconcile automated records and collected monies at the end of the day and makes deposits in an accurate and timely way.
• Answer questions from patients about billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.

Clinic Flow and Leadership:

• Collaborate with the clinic manager/supervisor to ensure scheduling conflicts are resolved. Monitor room utilization and maintain clinic patient flow.
• Intervene, 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.
• Ensure that administrative and office equipment is maintained in adequate working order and schedule maintenance.
• Serve in a leadership capacity with the registration and scheduling staff, setting an example in professionalism, attention to detail and customer service.
• Partner with the clinic manager on issues related to front office staff management.

Minimum Qualifications(Required)

High School Diploma/GED.

• One (1) year work experience in customer service required.
• Two (2) years related work experience preferred.
• Knowledge of medical insurance coverage preferred.
• Medical terminology, and basic computer skills preferred.