Patient Service Coordinator

Under the general supervision of the practice administrator or supervisor, the Patient Service Coordinator (PSC) performs patient registration, scheduling, pre-registration, and telephone triage activities, using EPIC while offering friendly, courteous, and confidential assistance to every patient within Medical Oncology at Green Spring Station. The candidate is required to have a good working knowledge of the Green Spring satellite clinical operation, Johns Hopkins patient care delivery model, and referral services. The PSC serves as a resource to the patients, to ensure they have a positive experience.

Specific Duties & Responsibilities:

Answers incoming telephone calls.

Routes calls to appropriate staff or documents a message in the patient’s electronic health record, EPIC and routes it to the appropriate staff member or pool.

Schedules patients’ appointments. These appointments include scheduling chemotherapy and/or therapeutic infusion treatments and follow up visits with the oncologist and/or nurse practitioners.

Coordinates visits either within the department or between several departments.

Schedules patients for laboratory tests, medical examinations, procedures and admissions, PET/ Cat scans, ultrasounds, MRIs, EKGs, blood test, consultations with specialists, etc.. Resolves any schedule conflicts. Utilizing EPIC to access, enter and edit patient information.

Relays information to patients regarding preparation for laboratory tests, examinations, and procedures. Assures all patient correspondence (consent, orders, history & physical, etc.) Is transmitted to correct areas in a timely manner to streamline patient processing, either by fax or scanning.

Assists patients, patients’ families, referring physicians and third party carriers to resolve patient related issues.

Registers patients for clinical appointments using computerized database.

Telephones and interviews patients and/or family members to obtain accurate pre-registration information and to confirm appointments.

Prints and mails directions, maps, and department specific information to patients, when necessary. Otherwise, communicates with patient via Epic MyChart.

Verifies and enters pre-registration and insurance information into the computer system (Epic, NaviNet, etc. ) and prepares daily schedules for designated areas.

Obtains and/or verifies patient’s demographic and insurance coverage data by Epic, phone or in person.

Confirms appointments. Fills vacancies due to cancellations.

*Obtains pre-certifications/referrals/authorizations as required by patients’ health care insurers or managed care providers.

Triage patient calls and medical issues. Answers patient medical questions where appropriate and determines if director/nurse response is required.

*Utilizes knowledge of practice and requirements of third party payors to provide appropriate documentation to assure authorization/certification for medical services.

Demonstrates awareness of limitations of institutional resources and seeks to maximize providers’ scheduling with this context. Proactively seeks to schedule/reschedule patients to efficiently utilize resources (e.g. backfill to cover cancellations or add urgent appointments).

Assists patients or family members with completion of medical insurance and disability forms.

Arranges or assists in arranging patient transportation.

Operates personal computer to access e-mail, electronic calendars and other basic office support software.

Discusses patients’ charges, if appropriate, with patients and/or patients’ families.

Collects time of service payments, issues receipts, and prepares cash settlement records.

Records incoming faxes and delivers them to the proper personnel. Scans documents into patients’ medical records in Epic.

Responsible for special projects as assigned by the director or administrator.

Scope of Responsibility:

Knows the formal and informal departmental goals, standards, policies and procedures, which may include some familiarity of other departments within the school/division. Is sensitive to the interrelationship of both people and functions within the department.

Decision Making:

Carries out duties and responsibilities with limited supervision. Makes decisions and establishes work priorities on essentially procedure-oriented operations.