Patient Service Coordinator/MA

General Summary/Purpose

The Patient Service Coordinator/Certified Medical Assistant/ (PSC/CMA) has duties andresponsibilities related to patient care and flow in the ambulatory clinic environment. The individual displays responsible behaviors, communicates effectively to others andfunctions as a member of the healthcare team. The PSC/CMA functions under the directsupervision and authority of the physician or nurse leader when performing clinical tasksduring patient care. The PSC/CMA reports to the clinic nurse, who is responsible for

administrative supervision, staff development, and orientation of the PSC /CMA to thearea's policies and procedures. The PSC/CMA maintains an inventory ofexamination/procedure room supplies, assists in the organization of efficient patient flow, and organizes the clinic environment to assure patient safety.

Specific Duties & Responsibilities

Greets patients in a professional, friendly, courteous manner, and offers confidential assistance to ensure that the patient has an optimally positive experience at UHS.

  • Participates in the care of the patient, under the direct supervision of the Physician and in collaboration with the healthcare team.
  • Uses automated systems to schedule UHS appointments by phone or in person; obtains, confirms and enters patient information including demographics, insurance information, and billing data; expedites pre-registration, check-in and check-out of all patients.
  • Collects patient information and assessment data. Obtains and records patient’s vital signs: temperature, pulse, respirations, blood pressure, weight and height, drug allergies and pain index.
  • Reports assessment findings to practitioner and records in electronic medical record
  • (EMR) in a timely manner. Obtains additional data from patient and significant other based on initial data collection. Performs chart review prior to clinic visit to obtain historical data. Recognizes and reports abnormal findings or changes in condition. Organizes patient care activities based on assessment findings. Ensures that appropriate CMA interventions are documented and that CMA notes are informative, accurate and concise.
  • Coordinates and schedules follow-up care for patients including appointments, lab tests,
  • radiology services, specialty referrals, and other procedures as directed by providers.
  • Prepares and administers injections as required adhering to the provider’s order and following appropriate protocols for medication/injection administration.
  • Confirms and clarifies written orders prior to implementation of delegated tasks.
  • Maintains and uses principles of aseptic techniques and infection control when
  • performing clinical duties and tasks.
  • Appropriately obtains and manages specimens, including labeling, form completion,
  • transport to laboratories and log maintenance. Performs quality control for waived testing.
  • Acts as "trainer" for waived testing and coordinates activities related to proficiency.
  • Administers first aid, CPR and maintains emergency equipment and supplies.
  • Maintains patient educational supplies.
  • Identifies patients’ needs for additional information and refers to appropriate healthcare resources. Assists patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables, and scale utilizing proper body mechanics and safety measures.
  • Identifies patients with special needs.
  • Works with healthcare team to assure smooth and efficient patient flow and clinical
    operation. Problem solves obstacles to throughput process and notifies manager and patient of wait time.
  • Orders, stocks and maintains exam rooms and clinic areas with standard levels of supplies, medications, linens, nourishments, forms and equipment.
  • Recognizes patient care trends affecting unit supplies and notifies clinic manager. Checks clinic area and rooms for malfunctioning equipment and general maintenance on a regular basis. Reports findings to appropriate person or arranges for repairs as required. Ensures that soiled linen, needle containers and any other potentially infectious waste is removed from the clinic and exam areas and appropriately disposed of according to infection control guidelines. Handles requests for prescription refills. Takes and relays messages.
  • Directs patient flow within the UHS clinic.
  • Participates in on-going educational activities. Assists in the training of staff. Keeps current of industry changes by reading assigned material on work related topics. Completes three days of training annually. Adheres to service excellence standards.
  • Prepares, files, and scans patient charts and related documents when indicated.
  • Relays pertinent information to patients regarding preparation for laboratory tests and
    examinations; provides directions and/or maps, and arranges interpreters, escorts, wheelchairs, etc., as needed.
  • Coordinates and schedules visits either within UHS or between several departments.
  • Answers telephones, retrieves phone messages, provides routine information to callers, and refers patients to appropriate resources per UHS policy and procedures. Provides cross coverage for Patient Service Coordinators when needed.
  • Assists with annual medical student health screening including: coordinates and compiles all pertinent information and forms for screening, assembly of charts, assignment of JHH history numbers and medical cards, preparation of laboratory slips, other duties as assigned.
  • Generates, completes and submits required encounter and billing forms.
  • Provides satisfaction survey to patients for completion during their UHS medical or mental health visit.
  • Takes prescription request orders for assigned providers – communicates request to providers and performs follow-up regarding prescription as needed.
  • Attends monthly UHS staff meeting and other meetings as assigned.
  • Performs other duties and tasks as assigned by clinic nurse manager.

Machines and/or equipment used on the job, include % of time used:

PC – 20%, facsimile – 5%, photocopier – 5%, telephone – 20%

Computer or other special needs for the position:

Knowledge of Microsoft Word and facility in emails is required. Knowledge of Excel helpful.

Will need to be trained in the use of the UHS primary care and mental health program’s

electronic scheduling and medical records systems.

Degree of independent action performed on the job: Low degree of independent action under the supervision of the clinic nurse manager.

Internal and external contacts required as part of the job:

Interacts with students and trainees on the east Baltimore medical campus: medical students, nursing students, house staff, postdoctoral fellows, graduate students, and their families, as well as with faculty and staff of both the Hospital and University, and with community professionals.

Facilitates triage and care of acute cases and emergencies.

Minimum Qualifications(Required)

High School Diploma or GED required.

Current certification as a Medical Assistant (eg. CMA, AAMA, RMA, AMT NAHP) required.

Must have an active CPR certificate

  • 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.

Special Knowledge, Skills, and Abilities

Highly effective verbal and communication skills required to effectively communicate with patients, families, physicians and other health care team members in order to optimize patient care.

  • Must demonstrate competency in all skills related to the performance of patient care.
  • Certification in PID and in EPIC Skills Groups A, B, C strongly preferred.
  • Must successfully complete all required electronic medical records and scheduling system training and EPIC training as directed.
  • Must complete all required HIPAA, and any other specified online training courses deemed necessary.
  • Knowledge of medical insurance coverage, medical terminology and basic computer skills strongly preferred.
  • Certification: Annual requirement after employment.
  • Six months work experience required in a similar service-oriented industry.
  • One year related work experience strongly preferred.
School of Medicine - East Baltimore Campus


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 at jhurecruitment@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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