Department: Rheumatology Work Schedule/Hours: Monday-Friday 8:30a.m.-5:00p.m. 40 hrs.
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 Vasculitis Center. 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. 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.
Duties and Responsibilities:
*Schedules patients for new and returns appointments, medical examinations, procedures and consultations.
*Completes pre-registration to ensure that patient visits, procedures and medications are pre-authorized by third party payers, manages care organizations, and HMO's.
*Collate new patient referrals, sends them to the appropriate physician for review, and distributes 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 escalates 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 GI 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.
*Logs new patient referrals, contacts new patients for appointments, and sends letters to referring physician offices.
*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.
*Processes incoming faxes and email in a timely fashion *Cross-covers front desk and other medical office coordinator roles in the event of staffing shortages. *Must adhere to the division's standardized appearance policy, including uniform. Annual flu vaccination required.
High School Diploma/GED. Two years secretarial experience. Additional education may be substituted for years of related experience.
An Associate or Bachelor's degree. Service excellence and service recovery skills and knowledge. Medical terminology and a working knowledge of Windows, Microsoft Office and Internet. Knowledge of medical insurance coverage. Experience in the Johns Hopkins system strongly preferred.
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 Baltimore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.