Sr. Medical Office Coordinator

The Department of Medicine, Division of Rheumatology is seeking a Sr. Medical Office Coordinator (MOC) to independently coordinate day-to-day activities of a multi-faceted medical/research practice to ensure a smoothly functioning office and exemplary patient relations. The Sr. MOC will offer friendly, courteous, and confidential assistance to patients to ensure that the patient has a positive experience while visiting the Johns Hopkins Rheumatology Clinics.

Specific Duties & Responsibilities

• Creates new processes and systems to ensure high level of service to patients.
• Schedules patients for new and returns appointments, medical examinations, procedures and consultations.
• Completes pre-registration and prior authorizations to ensure that patient visits, procedures and medications are pre-authorized by third party payers, managed care organizations, and HMO's. Resolves third party issues.
• In partnership with the Access team, directs new patient referrals and assist with any new patient testing coordination
• 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. Effectively utilizes waitlist.
• Provides high level of coordination and communication for international and domestic patients, including scheduling multiple visits within a short time frame.
• 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.
• 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 visit documentation.
• Relays information to patients regarding preparation for laboratory tests and examinations.
• 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.
• Answers phones and provides routine information to callers. Processes incoming EPIC messages/prescription refills, faxes and mail in a timely fashion.
• Coordinates patient care conferences if necessary
• Provides cross coverage and/or ancillary support to other rheumatology sub-specialty centers as needed
• Proactively creates more efficient work processes and workflows; reviews and analyzes workgroup operating practices such as recordkeeping systems, forms, and workflow systems. Recommends and implements approved changes.
• Provides other administrative support as needed including schedule conference calls; etc.

• 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 up to one year of required experience to the extent permitted by the JHU equivalency formula.

• Experience in the Johns Hopkins system strongly preferred.
• One year of experience working in a similar service-oriented industry.

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 with experience)
Employee group: Full Time
Schedule: M-F 8:30a - 5p
Exempt Status:Non-Exempt
Location:Johns Hopkins Bayview
Department name: SOM DOM Bay Rheumatology
Personnel area: School of Medicine