Job Description

The Department of Medicine, Division of Rheumatology is seeking a Sr. Medical Office Coordinator for the Lyme Disease Clinical Research Center (LDCRC). The coordinator supports the day-to-day activities of a multi-faceted medical and clinical research practice to ensure a smoothly functioning office and exemplary patient relations. 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.

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.

Classified Title: Sr. Medical Office Coordinator
Role/Level/Range: ATO 40/E/02/OE
Starting Salary Range: $18.20 - $33.90 HRLY ($54,080 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F 8:30a - 5p
FLSA Status: Non-Exempt
Location: Hybrid/Johns Hopkins Bayview
Department name: SOM DOM Bay Rheumatology
Personnel area: School of Medicine