CO Sr Medical Office Coordinator

General Summary/Purpose

Position will offer friendly, courteous, and confidential assistance to ensure every patient has an outstanding customer service experience during his or her visit to Ocular Immunology / Uveitis. Will coordinate and direct the day to day activities of the front desk staff. Will train newly hired front desk personnel and monitor and retrain existing front desk staff. Maintains accurate information on each patient to facilitate the patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, check-in, and checkout. Works with others in a team environment. Addresses patient problems, third party issues and patient-related situations based on past experiences and resolve issues independently.Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support.

Specific Duties & Responsibilities

Screens patient calls and answers patient medical questions where appropriate and determines if physician response is required.

• Triages calls and identifies emergent concerns. Notifies physician or schedules emergency appointment as appropriate.
• Assist providers with prescription refill requests and specialty medication ordering. Coordinate medication prior-authorization as needed. Assist with appeals for medications that were denied by patient’s insurance company
• Coordinates special appointments and arrangements for VIP patients as required.
• Ensures effective interpersonal communication by answering all calls within 3 rings, minimizing caller’s time on hold and speaking with everyone if a friendly and helpful tone.
• Prepares for each clinic session in advance using the computer to view appointments, retrieves materials needed to ensure smooth and efficient operations.
• Schedules patients for laboratory tests, medical examinations, and procedures. Resolves any schedule conflicts. Uses automated records systems to access, enter, and edit patient information.
• Coordinates visits either within the office or between other offices and/or departments.
• Telephones and interviews patients and/or family members to obtain accurate pre-registration information and to confirm appointments. Prints and mails directions, maps, fee schedules, and department-specific information to patients.
• Verifies and enters pre-registration and insurance information into the electronic medical record system (Epic). Obtains and/or verifies patient's demographic data by phone or in person.
• Responds to all billing office requests for updated or corrected registration information.
• May obtain prior authorizations as required by patients' health care insurers or managed care providers.
• Confirms appointments by telephone and/or mail. Fills vacancies due to cancellations.
• Responds to requests for completion of various medical forms for patients (MVA forms, disability forms, worker’s compensation forms, etc.)
• Demonstrates awareness of limitations of institutional resources, and seeks to maximize physician scheduling within this context. Proactively seeks to schedule/reschedule patients for efficient utilization of resources (e.g., backfill to cover cancellations or add urgent appointments).
• Registers patients for clinical appointments using computerized database. Assists patients or family members with completion of medical insurance forms.
• Answers phones and provides routine information to callers.
• Responds to medical records requests. Scans medical records documents into the electronic medical records system.
• Monitors the in-basket in the electronic medical record system. Handles routine in-basket requests and forwards other messages to the appropriate resource. Documents appropriately in the system.
• Collects time of service payments, issues receipts, and prepares cash settlement records.
• Discusses patient charges, if appropriate, with patients and/or patients' families.
• Refers patient to appropriate office if financial counseling is necessary.
• Assists with basic insurance and third party queries and explains payment policies.
• Assists with back office duties as needed to ensure consistent patient flow.
• Maintains familiarity with various types of medical insurance in order to properly schedule patients and answer patient questions.
• Prepares and mails notes to referring and other physicians on cc list.
• Operates personal computer to access e-mail, electronic calendars, and other basic office support software.
• Orders stock and maintains office supplies.
• Assist in processing travel reimbursement and research patient check requests through SAP
• Assists in scheduling clinic visits for research patients.
• Provide other duties, as assigned.

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. 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. *

Preferred Qualifications

Experience in the Johns Hopkins system strongly preferred.

Two years college preferred. Related ophthalmology/JHH system work experience strongly preferred.

Medical terminology and knowledge of medical insurance coverage preferred.

Special Knowledge, Skills, and Abilities

Intermediate computer and proofreading skills required.

• Must obtain certification or competency (passing training exams) in appropriate skill groups during introductory period.
• Excellent communication skills.
• At least average computer skills.
• Must possess problem solving and organizational skills as well as a strong personal and professional commitment to quality patient care and service excellence.

Client Satisfaction:

• Assist patients, family members or other clients with concern and empathy; respect their confidentiality and privacy and communicate with them in a courteous and respectful manner.
• Answer and refer telephone calls or other inquiries to facilitate accurate and timely communications.
• Identify yourself in a pleasant and positive manner.
• Take responsibility for helping the caller.

Teamwork:

• Consistently work in a positive and cooperative manner with fellow staff and faculty.
• Assist other employees in the performance of their assignments.
• Monitor front desk staff and train or retrain when necessary
• Seek out opportunities to help rather than waiting to be asked.
• Consider the impact of your actions on other staff throughout the Practice.
• Recognize the need for variations in staffing and plan/act accordingly.
• Demonstrate flexibility to perform duties wherever volume deems it necessary.

Problem Solving:

• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
• Investigate and follow through on all orders or requests for service or information.
• Follow proper reporting procedures for actual or potential accidents and/or incidents so follow-up and/or prevention can occur.
• Take initiative to do or redo inadequate or incomplete work.
• Ensure compliance with regulatory standards.

Productivity/Efficiency:

• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Minimize non-productive time and fill slow periods with activities to meet the future needs of the office (education, organizing, housekeeping, assisting others)
• Organize job functions and work area to be able to effectively complete varied assignments within established time frames.
• Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.

Adherence to Office Policies:

• Demonstrate knowledge and understanding of all policies and procedures and ability to reference them from appropriate books and manuals.

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, 8:00a-4:30p / 40 hrs per week
Exempt Status: Non-Exempt
Location:04-MD:School of Medicine Campus
Department name: 10003316-SOM Oph Uveitis
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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