Working collaboratively in the top ranked Division of Endocrinology, Diabetes, & Metabolism, the Medical Office Coordinator is responsible for overseeing the day-to-day activities of a multi-faceted, high volume medical practice (with over 1,300 visits annually) to ensure a smoothly functioning office and excellent patient relations. Providing support in a team-based, service-oriented environment to multiple physicians for up to 8 weekly clinics, the Medical Office Coordinator is responsible for a variety of interactions with patients, insurance companies, schedulers, 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. Serving in a Division that exceeds national benchmarks for employee engagement, this position is responsible for providing excellent service, resolving patient problems by taking appropriate action or referring to other resources, and regularly performing duties of a sensitive and confidential nature.
Specific duties & responsibilities:
Medical Administrative Support. Professionally and efficiently handle incoming requests from patients and 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 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.
If approved to schedule in EPIC, schedules appointments:
Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics for providers who have a non-schegistrar as their Medical Office Coordinator.
Coordinate exam room availability with key stakeholders
Working with Clinical Director and Clinical Operations Administrators to coordinate clinic schedules for physicians, troubleshooting scheduling conflicts and working closely with the Endocrine Scheduling Office to arrange for routine and emergency patient appointments.
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.
If not approved to schedule patients in EPIC, refer patients to Access Services to schedule appointments and procedures. 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:
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 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 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.
Preparing per physician-specific standards for each clinic session by:
Maintaining patients' charts in the Epic Electronic Medical Record with relevant information such as lab results, test results, letters, memo and related medical documents
Obtaining relevant clinical information from other providers
Proactively reviewing the physician's upcoming clinic schedules to identify potential issues, propose solutions, and fill vacant slots
Identifying and triaging requests for urgent appointments and taking the appropriate action to resolve issues
Other activity processed in EPIC, including but not limited to coordinating clinic follow-up of high importance activities, such as:
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 RX refills requested and route to physician
Obtaining insurance pre-authorizations
Pend orders based on defined
Internal Number: 10118-en_US
About Johns Hopkins University
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.