Sr. Administrative Coordinator

We are seeking aSr. Administrative Coordinatorwho will assists with the management, administration, and implementation of duties within the Division of Gynecologic Oncology, including coordination of patient care, quality improvement, and provides direct administrative support to the division director. Knows the formal and informal divisional goals, standards, policies and procedures which may include some familiarity of other departments within the school of medicine. Coordinate activities and provide secretarial support for a multi-faceted clinical practice to ensure a smoothly functioning office and good patient relations. Interact with patients, patients’ families, referring physicians and third party carriers with regard to patient-related issues. Works with others in a team environment. On a regular and continuous basis, exercises judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.

Specific Duties & Responsibilities

Administrative Support

• Professionally and efficiently handle incoming requests from patients and other individuals to ensure that issues are resolved both promptly and thoroughly.
• Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts and document interactions in applicable systems.
• Provide quality service and support in a variety of areas which may include, but not limited to Executive Support, Office Operations, Clinical Scheduling and Care Coordination.

Academic/General Administrative Support

• Provide direct administrative support to one or more physicians.
• Answer office phone, schedule meetings/maintain calendars for physicians, make travel arrangements, maintain filing system (copy or scan as indicated).
• Assist with preparation of correspondence, reports, posters, and related documents.
• Compile information for reports and other requested information.
• Order stock and maintain office supplies.
• May coordinate meetings and divisional conferences, on behalf of the director/physician.
• May assist with preparation of sponsored project material.
• Process reimbursements or payments per department protocol as applicable for division faculty members.
• Maintain records associated with financial transactions.
• Open and close division call center phone lines (Meetings, Holidays, Conferences)
• Assists with establishing policies and procedures and recommend changes when needed.
• May research issues relating to billing or charge capture, discuss issues with appropriate staff and/or physicians, and take the necessary measures to resolve issues.
• Troubleshoots and resolves problems as they arise.

Clinical Support

• Patient Scheduling.
• Schedule new and follow-up clinic appointments and assist in canceling and rescheduling of clinics for providers.
• Collect insurance information, and complete registration in EPIC.
• Answer questions from patients about billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.
• Support the physician with insurance preauthorization and single case agreement processes by submitting necessary clinical information as instructed by the physician.
• 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.
• Participate in multi-party conversations to ensure appropriate timing of services and medical records as required by physician.
• Provide administrative support for medical matters on behalf of physicians.
• Answer in-coming call from patients and provide information to patients, as appropriate.
• 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.
• Ensure that physician gets medical records in advance per protocol as appropriate.
• 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 1 week out and/or does not have MyChart, or as needed.
• Review clinic schedules and make adjustment as appropriate.
• Open and/or close provider templates using appropriate codes/reasons.
• Ensure that template closures occur greater than 30 days in the future so as not to impact the provider bump rates.
• Ensure that appointment notes are detailed and legible.
• Other activity processed in EPIC.
• Enter patient phone messages and route to physician.
• Print and send patient letters as necessary.
• Document inbound/outbound phone messages to patients as appropriate.
• Pend orders based on defined “Practice Preferences.”
• In basket – Check messages daily and respond as directed by divisional policy.
• Upload imaging discs into the Ambra Image share system; educate patients or other institutions on how to upload images remotely.
• Provide information to patients.
• Reinforce information for office visits (e.g. scheduled dates of service, information to bring to the visit, driving instructions, where to park, etc.
• Act as a liaison for patient, coordinating future consultations, diagnostics tests, or procedures.
• Reference and become familiar with insurance information found on Johns Hopkins Managed Care website.
• Facilitate scheduling of lab tests and other procedures. Determines appropriate schedule for clinical appointments based on physician schedule and does three-way call to hand off patient to call center.
• Provide fee estimates to patients as necessary (Pro-fees and Facility charges)
• Prescription refills.
• Gather information and to pend RX request and route to appropriate clinician.
• Input RX refills requested and route to physician or clinical nursing in basket.
• Assist as needed with insurance authorizations – as necessary.
• Prepare to support clinic activities from home in case of JHU closure (install virtual desktop and keep electronic reference lists as needed, and make sure you have cell or home phone numbers for physicians, supervisors, and clinic manager).