Patient Service Coordinator/MA

The position within the Department of Urology has dual responsibilities as both a Patient Service Coordinator and Certified Medical Assistant to function in the Urology Clinic at Green Spring Station (GSS). This position provides friendly, courteous, and confidential assistance to every patient to ensure the patient has a positive experience while at Johns Hopkins Medicine, Department of Urology at Green Spring Station.

Specific Duties and Responsibilities:

PATIENT SERVICE COORDINATOR RESPONSIBILITIES:

• Offer friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at assigned clinic.
• Maintain accurate information on each patient to facilitate the patient encounter. Use automated systems to expedite patient scheduling, pre-registration, check-in, and check-out. Work with others in a team environment.
• Schedule patients for procedures, laboratory tests, medical examinations, and consultations. Relay information to patients regarding preparation for laboratory tests and examinations.
• Fill vacancies due to cancellations.
• Coordinate visits either within the department or between several departments.
• Telephone and interview patients and/or family members to obtain accurate pre-registration information and to confirm appointments.
• Print and mail directions, maps, fee schedules, and department specific information to patients.
• Send medical questionnaire forms to patients to obtain missing information.
• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Obtain and/or verify patient's demographic data by phone or in person.
• Confirm appointments by telephone and/or mail.
• Obtain pre-certifications as required by patients' health care insurers or managed care providers.
• Register patients for clinical appointments using computerized database.
• Inform patients of costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in arranging patient transportation.
• Answer phones and provide routine information to callers.
• Coordinate administrative tasks if a patient has to be admitted to the hospital, so the patient may go directly to the floor.
• Review patient charges and extract chargeable items.
• Collect time of service payments, issues receipts, and prepare cash settlement records.
• Input diagnostic and procedure codes into Epic for computer billing.
• Discuss patient charges, if appropriate, with patients and/or patients' families.
• Work with available downtown and local support to evaluate eligibility for alternative sources of financing such as Medicaid, Patient Care Funds, loans or other payment sources. Refer patient to appropriate office and ensure application for funds has been made.
• Prepare patient's statement of charges and review with patient.
• Assist with basic insurance and third-party queries and explain payment policies.
• Mail lab and patient result letters, file, create and maintain paper and electronic patient charts, provide accurate and timely messages to MDs, fulfill HIPAA compliant ingoing and outgoing medical records requests, manage incoming and outgoing faxes, provide accurate appointment entry/check in/ check out.

CERTIFIED MEDICAL ASSISTANT RESPONSIBILITIES:

• Participates in the care of the patient, under the direct supervision of the Physician and in collaboration with the healthcare team.
• Collects patient information and assessment data.
• Obtains and records patients vital signs: temperature, pulse, respirations, blood pressure, weight and height.
• Reports assessment findings to practitioner, and records on appropriate documentation forms 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.
• Monitors patient status recognizing and reporting abnormal findings or changes in condition.
• Organizes patient care activities based on assessment findings.
• 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.
• 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.
• Assists practitioner in identified patient procedures/treatments/examinations, (preparation, positioning, supplies, equipment).
• Proactively problem-solves and identifies solutions to barriers to safety.
• Appropriately obtains and manages specimens, including labeling, form completion, transport to laboratories, and log maintenance.
• Performs quality control for waived testing.
• Recognizes emergency situations and implements emergency procedures according to clinic guidelines. Administers first aid, CPR, and maintains emergency equipment and supplies.
• Provides appropriate patient education, health information materials and community resource lists as directed, and maintains educational supplies.
• Identifies patients need for additional information and refers to appropriate healthcare resources.
• Perform injections, including but not limited to, flu, Hepatitis A, B, and C
• Know how to administer breath tests and capsules.
• Obtain lab results, and under MD guidance, does routine patient notification of results.

UNIT OPERATIONS:

• In close partnership with health care team, assures smooth and efficient patient flow and clinical operation.
• Assist with onboarding and training of new hires.
• Assist with scheduling procedures from the depot.
• Assists patients to exam room and prepares patients for examination.
• Assists patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables, and scales utilizing proper body mechanics and safety measures.
• Identifies patients with special needs.
• Directs patients with medical complaints who call or arrive to the clinic to the patients physician and/or emergency room for assistance.
• 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 nurse supervisor.
• Operates clinical equipment according to equipment procedures including safety and quality control checks.
• Checks clinic area and rooms for malfunctioning equipment and general maintenance problems on a regular basis. 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.
• Performs related and delegated tasks, which includes requests for prescription refills, taking and relaying messages, directing patient flow and running errands.
• Works with healthcare team to assure smooth and efficient patient flow and clinical operation.
• Problem solves obstacles to throughout process and notifies clinic nurse supervisor and patients of wait time.
• Assist with front desk duties, including but not limited to filing, scanning, purging records, clearing the fax machine and distributing documents appropriately, printing EPR notes and sorting mail.
• Perform miscellaneous related duties as assigned.