Coordinates the day-to-day activities of a multi-faceted medical/research and academic practice to ensure a smoothly functioning office and exemplary patient relations. Serves as medical office coordinator for the Johns Hopkins Gastroenterology Clinic. Resolves patient problems, third party issues (including insurance) and refers patients to appropriate resources as necessary.
Offers friendly, courteous, and confidential assistance to patients to ensure that the patient has a positive experience while visiting the Clinic. Maintains accurate and detailed information on each patient to facilitate a successful patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, and check-in. Works with others in a team environment exhibiting professionalism and exemplary customer service skills.
Specific Duties & Responsibilities
Schedules patients for new and returns appointments, medical examinations, procedures and consultations.
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.
Follows and helps 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 elevates any patient problems if 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 Johns Hopkins Gastroenterology Clinic specific information to patients. Sends medical questionnaire forms to patients to obtain missing information.
Works in coordination with the clinic staff to ensure accuracy, proper organization and advanced preparation of clinic visits.
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.
Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.
Assists patients 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.
Sends correspondence to referring physicians when patients cancel or now shows, also sends thank you letters for patient referrals.
Answers phones and provides routine information to callers. Maintains e-mail group for the clinic and distributes correspondence to the appropriate staff member of physician within the clinic.
Minimum Qualifications (Required)
High School Diploma or GED.
Two (2) years work experience in medical office environment.
Additional education may be substituted for years of related experience. JHU Equivalency Formula: 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.
Experience in the Johns Hopkins system strongly preferred. 2 years in similar service-oriented industry highly desirable. One (1) year in a similar service-oriented industry.
Special Knowledge, Skills, and Abilities
Service excellence and service recovery skills and knowledge preferred. Strong organizational skills and the ability to multi-task a must. Intermediate typing and computer skills necessary. Medical terminology and a working knowledge of Windows, Microsoft Office and Internet preferred. Knowledge of medical insurance coverage preferred. High level of interpersonal, written and verbal communication skills.
Sitting in normal seated position for extended periods of time. Ability to use a keyboard and move about. Ability to see and hear within normal parameters.
Classified Title: Medical Office Coordinator Working Title: Medical Office Coordinator Role/Level/Range: ATO 40/E/02/OD Starting Hourly Pay Rate Range: $15.26 - $21.00 / Commensurate with Experience Employee group: Full Time Schedule: Monday - Friday. 8:30a-5:00p/ 40 hrs per week Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus Department name: 10002808-SOM DOM Gastroenterology Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
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During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
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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