Sr. Medical Office Coordinator

We are seeking a Sr. Medical Office Coordinator to coordinate the day-to-day activities of a fast paced multi-faceted complex medical and/or surgical practice to ensure a smoothly functioning office and good patient relations. Serve as resource in team environment. May serve in lead capacity to orient, train, and direct new medical office coordinators or other office staff. Address patient problems, third party issues and patient-related situations based on past experiences, and resolve issues independently. As appropriate, refer patients to other resources. Adapt to changes in technology and software to ensure efficient office practice. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support.

Specific Duties & Responsibilities

• 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.

Medical Administrative Support

• Serve as a resource for other Medical Office Coordinators and other administrative support staff. Train new staff and may serve as a super user for new systems.
• Talk to prospective patients and/or family members to determine appropriate health care provider for patient(s). Advanced discussion includes: if provider is appropriate specialist, or if someone else may be more appropriate based on area of specialization, timeframe to get an appointment, insurance coverage, and geographic location. Offer effective alternatives to patient when appropriate.
• Routinely addresses complex situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used. Examples may include working with VIP patients, work with international patients, and unique scheduling situations.
• Coordinate all pieces of complex patient visits pre and post op. This includes scheduling all preliminary exams, imaging studies, and other tests in a timely fashion, and then gathering results for physician review.
• As appropriate, coordinate patient visits within specialty program that requires more complex coordination of care across departments and/or multiple locations, departments, institutions and/or entity lines of service, and multiple systems.
• May assist with preparation of sponsored project material.

• Process reimbursements per department protocol as applicable.

Patient Scheduling (EPIC)

• Schedule surgical procedures, new and follow-up clinic appointments, and assist in canceling and rescheduling as required.
• Collect insurance information, and complete registration in EPIC.
• Answer more complex 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.
• As applicable, 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.
• Other EPIC activities as required.

Provide information to patients & Coordination of Care

• 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.
• Able to answer more complex questions with accuracy and provide up to date insurance information found on Johns Hopkins Managed Care website.
• Facilitate scheduling of lab tests and other procedures. Determine appropriate schedule for clinical appointments based on physician schedule, and does three way call to hand off patient to call center.
• Prescription refills.
• Work with Central surgical scheduling coordinator to post all OR cases.
• Send out surgical packet to patient with pre-op instructions.
• All other duties as assigned.

*Complete mandatory on-going training necessary to schedule surgical cases and new and follow-up appointments, as appropriate.

• High School Diploma or graduation equivalent.
• Three years progressively responsible medical office experience. Medical terminology required. Intermediate computer and proofreading skills required.
• Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

• Experience in the Johns Hopkins system strongly preferred.

Classified Title: Sr. Medical Office Coordinator
Role/Level/Range: ATO 40/E/02/OE
Starting Salary Range: $18.20 - $33.90 HRLY ($53,000 targeted; Commensurate w/exp.
Employee group: Full Time
Schedule: M-F; 8:30a - 5:00p
FLSA Status:Non-Exempt
Location:Hybrid/School of Medicine Campus
Department name: SOM Ped Gastroenterology
Personnel area: School of Medicine