Sr. Medical Office Coordinator (DOM Bay Rheumatology)

The Department of Medicine, Division of Rheumatology is seeking a Sr. Medical Office Coordinator to facilitate the day-to-day activities of a multi-faceted medical and clinical research practice to ensure a smoothly functioning office and exemplary patient relations. Serves as medical office coordinator and patient service coordinator for the Lyme Disease Clinical Research Center (LDCRC). Responsible for the office functions for a one provider office, including, but not limited to: registration, appointment scheduling (clinical and clinical research), answering calls, greeting patients and guests, template updates, and notifying providers of schedule changes. Offers friendly, courteous, and confidential assistance to patients to ensure that the patient has a positive experience while visiting the Johns Hopkins Division of Rheumatology Clinic.


Specific Duties and Responsibilities

• Schedules patients for new and return appointments, medical examinations, clinical research visits, procedures and consultations.
• Completes pre-registration to ensure that patient visits, procedures and medications are pre-authorized by third party payers, managed care organizations, and HMO's.
• Collates new patient referrals, sends them to appropriate physician for review, and coordinates patient scheduling.
• Resolves any scheduling conflicts in proactive and timely manner. Demonstrates awareness of limitations of institutional resources and seeks to maximize physician scheduling within this context.
• Provides high level of coordination and communication for international and domestic patients, including scheduling multiple visits within a short time frame.
• Relays information to patients regarding preparation for laboratory tests and examinations.
• Obtains and/or verifies patient's demographic data by phone or in person.
• Confirms appointments by telephone and/or mail. Fills vacancies due to cancellations.
• Creates processes and systems to ensure high level of service to patients. Proactively seeks to schedule/reschedule patients to efficiently utilize resources (e.g., backfill to cover cancellations or add urgent appointments, etc.).
• Provides exemplary customer service by utilizing service excellence techniques such as scripting, service recovery and rounding to ensure that patient expectations are exceeded during clinic visit. Resolves and/or escalates any patient problems in proactive and timely manner.
• Verifies and enters pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas. Resolves third party issues.
• Demonstrates understanding and sensitivity to diversity. Considers cultural and linguistic differences that may impact patient experience and makes appropriate accommodations/recommendations to ensure patient expectations are exceeded.
• Prints and mails directions, maps, fee schedules, doctor's notes, test results and other clinic-specific information to patients. Mails forms to patients to obtain missing information as needed.
• Works in coordination with other LDCRC clinic staff to ensure accuracy, proper organization and advanced preparation of clinic and clinical research visits.
• Answers phones and provides routine information to callers.
• Processes incoming faxes and mail in a timely fashion and distributes correspondence to appropriate staff member within the clinic in a timely manner to streamline patient processing.
• Registers patients for clinical and clinical research appointments using electronic medical record system (Epic).
• Assists patients, physicians and/or family members with the completion of medical insurance forms.
• Informs patients of costs of care being provided and guides them to appropriate resources for further information or assistance.
• Logs new patient referrals, contacts new patients for appointments, and sends letters to referring physician offices.
• Submits reimbursement requests in a timely fashion via the SAP system.
• Manages physician calendar.
• Collects and submits copayments.
• Other duties as assigned.

Minimum Qualifications

• High school diploma or graduation equivalent
• Three years of progressively responsible medical office experience
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Demonstrated service excellence and service recovery skills.
• Windows, Microsoft Office and Internet proficiency.
• Knowledge of medical terminology and insurance coverage.

Classified Title: Sr. Medical Office Coordinator
Role/Level/Range: ATO 40/E/02/OE
Starting Salary Range: $18.20 - $33.90 HRLY ($50,000 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F 8a - 5p
FLSA Status: Non-Exempt
Location: JH at Greenspring Station
Department name: SOM DOM Bay Rheumatology
Personnel area: School of Medicine