Patient Service Coordinator/CMA

General Summary/Purpose

This position works in the capacity of Certified Medical Assistant (CMA) and Patient Service Coordinator (PSC) as a dual role with duties and responsibilitiesrelated to patient care in the ambulatory clinic environment. The individual displays responsible behaviors, communicates effectively to others and functions as a member of the healthcare team. This position functions under the direct supervision and authority of the physician when performing clinical tasks during patient care. The CMA/PSC must demonstrate competency in all skills related to the performance of patient care. The CMA/PSC 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 CMA/PSC 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.The selected candidate will report to the Ambulatory Services Manager and/or Assistant Administrator for the Department of Medicine Physical Medicine and Rehabilitation.

Specific Duties & Responsibilities

• Collects patient information at intake.
• Uses automated systems to expedite patient scheduling, pre-registration, check-in and check-out.
• Consistently and accurately coordinates appropriate patient visits between various departments according to departmental guidelines.
• Contacts insurance company via telephone according to department guidelines when necessary to obtain referrals/authorization etc. Accurately verifies referral and authorization information and enters into computer system according to departmental guidelines
• Collects all co-pays, coinsurances or outstanding balances at the time of service. Reconciles daily receipts for review. Informs patients of costs of care being provided, and guides them to appropriate resources for further information, or assistance.
• Assists with answering/triaging various in-basket tasks such as patient messages, appointment information and staff messages.
• Performs related and delegated tasks, which includes requests for prescription refills, taking and relaying messages and directing patient flow.
• Answers phones and provides routine information to callers. Sends medical questionnaire forms to patients to obtain missing information when necessary.
• Regularly inventory's office equipment and supplies and follows department guidelines regarding ordering
• Performs chart review prior to clinic visit to obtain historical data.
• Obtains and records in the electronic medical record (EPIC), medical history, chief complaint, and vital signs to include: temperature, pulse, respiration, blood pressure, weight and height Obtains additional data from patient and significant other based on initial data collection. Reports abnormal findings to the provider in a timely manner.
• Assists patients to exam room and prepares patients for examination. Identifies patients with special needs.
• Assists practitioner in identified patient procedures/treatments/examinations, (preparation, positioning, supplies, equipment).
• Confirms and clarifies written orders prior to implementation of delegated tasks.
• Under clinical supervision, performs delegated procedures common to the specialty area in a safe, effective, and efficient manner according to Clinical Practice Policy and Procedures.
• Maintains and uses principles of aseptic techniques and infection control when performing clinical duties and tasks.
• Appropriately obtains and manages clinic collect lab specimens per the EPIC process.
• Recognizes emergency situations and implements emergency procedures according to clinic guidelines.
• Identifies patient’s need for additional information, and refers to appropriate healthcare resources. In close partnership with health care team, assures smooth and efficient patient flow and clinical operation.
• Problem solves obstacles to throughput process and notifies manager and patients of wait time. Identifies opportunities for performance improvement and provides input for the development of solutions.
• Orders, stocks, and maintains exam rooms and clinic areas with standard levels of supplies, linens, nourishment, forms and equipment.
• Performs preventative maintenance for clinical equipment to ensure proper performance. 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.
  
  Additional Responsibilities:
• Identifies and uses a variety of resources to validate patient care decisions. Age Specific Care: Demonstrates the knowledge and skill necessary to provide care or service based on physical, psycho social, educational, safety, and related criteria appropriate to the age of the patients served in assigned service area. The required skills and knowledge may be gained through education training or experience. Neonate Adult: 18—64 years of age, Pediatric/Adolescent: Under 18 Geriatric 65 and older supports.
• Performs duties in a manner that is consistent with the Johns Hopkins Medicine core values and the language of caring habits.
• Attends mandatory departmental meetings, hospital in-services, and continuing education programs to keep informed of new developments affecting hospital and departmental initiatives and his/her area of expertise.
• Participates on Continuous Improvement Teams as required. Performs tasks necessary for maintenance and improvement of his/her functional area within the department.
• Maintains effective, timely lines of communication with his/her supervisor and co-workers.
• Maintains acceptable attendance and punctuality in order to maximize his/her contribution to the organization in accordance with Johns Hopkins Medicine policy.
• Makes recommendations for changes in the current departmental systems and processes and contributes ideas and suggestions for solutions to the current system problems.
• Responds to urgent, impromptu and unplanned situations by assessing their level of importance, instituting appropriate action and informing appropriate management. Prepares incident/occurrence reports as necessary.
• Communicates decisions to appropriate management.
• Prioritizes daily tasks and assignments appropriately.

Core Values:

• Excellence & Discovery – Be the best.
• Commit to exceptional quality and service. Create an outstanding customer experience. Listen carefully, check for understanding and clarify. Maintain a high level of knowledge related to areas of expertise. Inspire others to maintain a customer, patient and family centered environment (clean, quiet and clutter-free). Anticipate and exceed customer/patient needs. Explain actions, why action is being taken, what they can expect, and how long it will take. Find a way to say “yes.”
• Leadership & Integrity – Be a role model.
• Inspire others to achieve their best. Take personal accountability to respond to customer needs. Keep patient information private and secure. Welcome feedback and accept change.
• Diversity & Inclusion – Be open.
• Embrace and value different backgrounds, opinions and experiences. Be open to suggestions of others. Seek to learn from others and participate in discussions.
• Respect & Collegiality – Be kind.
• Listen to, understand and embrace others’ unique skills and knowledge. Speak to others in a respectful manner. Use the appropriate words and tone. Make eye contact and greet others. Involve patients and families in decision-making processes. Use compassionate non-verbal behavior.
  
  

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.

• Active certification as a Medical Assistant from an accredited program (e.g. CMA, AAMA, RMA, AMT, NAHP)required.
• If not currently certified, must become certified within 90-days of date of hire.

• Active CPR certificate by the American Heart Association or the American Red Crossrequired.

• Must maintain MA and CPR/AED certification/registration throughout the duration of employment in this position.

In order to be eligible for certification/registration, successful completion of an accredited Medical Assistant training program or five or more years of primary medical care medical assistant experience is required.

Preferred Qualifications

One year clinical experience required with phlebotomy experience strongly preferred.

One year work experience in a similar service-oriented industry.

Special Knowledge, Skills, and Abilities

Certification as a Medical Assistant (e.g., CMA, AAMA, RMA, AMT, or NAHP).

Current CPR.

• Working knowledge of computers, medical terminology and insurance.
• Knowledge regarding Electronic Medical Records (EMR) preferred, specifically EPIC. Required to successfully complete certification for the Epic system for non-clinical, clinical and three Insurance courses within 120 days of official start date.
• Basic problem solving and decision making skills required. Makes appropriate decisions, using available resources, to achieve positive outcomes for patients, visitors, and staff in balance with sound business practice.

Classified Title:Patient Service Coordinator/Medical Assi
Working Title: Patient Service Coordinator/CMA ​​​​​
Role/Level/Range: ATO 40/E/02/OD
StartingHourly Pay Rate Range:$16.00 - $21.92 /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: 10003114-SOM PMR Physical Med and Rehabilitation
Personnel area: 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 atjhurecruitment@jhu.edu. 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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