Working collaboratively in the Division of Cardiology, the Medical Office Coordinator is responsible for overseeing the day-to-day activities of a multi-faceted, high volume clinical division to ensure a smoothly functioning office and excellent patient relations. Providing support in a team-based, service-oriented environment to multiple physicians, the Medical Office Coordinator is responsible for a variety of interactions with patients, insurance companies, and other health professionals in preparation for and following up from the clinic visit. In addition to the clinic support responsibilities, this position will perform other administrative functions to ensure the successful operations of the Division's clinical practice.
Specific Duties & Responsibilities
Medical Administrative Support.
Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly.
Provide quality service and support in a variety of areas which may include, but not limited to scheduling, registration and care coordination.
Carries out duties and responsibilities with limited supervision.
Makes decisions and establishes work priorities on essentially procedure-oriented operations.
Responsible for completing regular tasks without repeated instructions.
Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics for providers.
Coordinate exam room availability with key stakeholders
Working with Clinical Director and Clinical Operations Administrator and clinical support staff to coordinate clinic schedules for physicians, troubleshooting scheduling conflicts and working closely with the Cardiology Scheduling Office to arrange for routine and emergency patient appointments.
Collect insurance information, and complete registration in EPIC.
Triage 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.
Provide Administrative support for Medical Matters on behalf of Physicians
Complete divisional requests for filing, faxing, scanning, copying, answering phones, sorting mail, data entry, and other errands in a timely, accurate, and collegial manner.
Answer in-coming administrative calls 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 2 weeks out or as needed.
Receive from physician completed and signed forms requested by the patient such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. All completed forms should be scanned into EPIC and send original to patients for their records.
Other Activity Processed in EPIC, including but not limited to Coordinating Clinic Follow-up of High Importance Activities
Enter patient phone messages and route to physician or nurse, as appropriate.
Print and send patient letters as necessary
Document inbound/outbound phone messages to patients as appropriate.
Obtaining insurance pre-authorizations
Responding to ad hoc patient inquiries and requests in a timely, professional, and courteous manner, including communicating relevant information to and from the physician.
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.
Up to date insurance information found on Johns Hopkins Managed Care website.
Facilitate scheduling of lab tests and other procedures.
Identifying dissatisfied patients and initiating service recovery procedures.
Academic/General Administrative Support
As necessary. Provide general 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, grant applications, manuscripts, etc.
Order stock and maintain office supplies
May coordinate meetings on behalf of the physician.
Process reimbursements per department protocol as applicable.
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).
Provide coverage to the Division front desk and telephone line. Provide back-up support coverage for lunches, illness, and other time-off requests as needed in the Division.
Providing leave coverage of other clinical support co-workers' job duties, including reviewing and triaging patient requests received, performing needed clinical preparation and follow up, providing other support to physicians as needed, and facilitating clinic schedule changes
High School Diploma or graduation equivalent.
Two years administrative experience.
Additional education may substitute for experience to the extent permitted by the JHU equivalency formula.
Classified Title: Medical Office Coordinator Role/Level/Range: ATO 40/E/02/OD Starting Salary Range: $15.70-$21.65 HRLY (Coomensurate with experience) Employee group: Full Time Schedule: M-F 8:30am - 5:00pm Exempt Status: Non-Exempt Location: Hybrid/School of Medicine Campus Department name: SOM DOM Cardiology Personnel area: School of Medicine
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. 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.
The successful candidate(s) for this position will be subject to a pre-employment background check.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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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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