The Rheumatology Department seeks a Senior Medical Office Coordinator (MOC) who will be involved in the establishment of a new multi-specialty care Center called the Hopkins Lupus Center. The Sr. MOC will:
Coordinate the day-to-day activities of the Lupus Center, to ensure exemplary patient relations and a smoothly functioning Center.
Resolve patient problems and third-party issues (including insurance) and refer patients to appropriate resources as necessary.
Offer friendly, courteous, and confidential assistance to patients to ensure an optimal experience while visiting the Hopkins Lupus Center.
Maintain accurate and detailed information on each patient to facilitate a successful patient encounter.
Use automated systems (EPIC) to schedule appointments, expedite patient requests, including refills and test scheduling.
Work with others in a team environment exhibiting professionalism and exemplary customer service skills.
Specific Duties & Responsibilities:
Creates new processes and systems to ensure high level of service to patients. In particular, the updating and printing of patient encounter forms.
Schedules patients for new and returns appointments, medical examinations, procedures and consultations.
Completes pre-reg to ensure that patient visits, procedures and medications are pre-authorized by third party payers, managed care organizations, and HMO's.
Collate new patient referrals, send them to appropriate physician for review, and distribute them after review for 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.
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 visit 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, 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.
Answers phones and provides routine information to callers.
Processes incoming faxes and mail in a timely fashion.
Collate new patient referrals, send them to appropriate physician for review, and distribute them after review for scheduling
Minimum Qualifications (Required)
High School Diploma or GED.
Three (3) years progressively responsible medical office experience.
Medical terminology required. Intermediate computer and proofreading skills required.
Experience in the Johns Hopkins system strongly preferred.
Additional education may be substituted for up to two years of experience per the JHU equivalency formula. 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.
1 year in similar service-oriented industry highly desirable.
Classified Title: Sr. Medical Office Coordinator Role/Level/Range: ATO 40/E/02/OE Starting Hourly Pay Rate Range: $17.42 - $23.95/hr (commensurate with experience) Employee group: Full Time Schedule: Monday - Friday, 8:30 am - 5:00 pm Exempt Status: Non-Exempt Location: School of Medicine Campus Department name: SOM DOM Bay Rheumatology Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
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