Sr. Medical Office Coordinator (Orthopaedic Surgery)

Job ID: Sr. Medical Office Coordinator, Department of Orthopaedic Surgery

About the role

The Department of Orthopaedic Surgery is seeking a Senior Medical Office Coordinator (Sr. MOC) to coordinate day-to-day activities of a multi-faceted, complex medical and/or surgical orthopedic practice. This role ensures a smoothly functioning office and good patient relations, serving as a resource in a team environment. The Sr. MOC addresses patient problems, third-party issues, and patient-related situations based on experience, resolving issues independently or referring patients to other resources as appropriate. The role adapts to changes in technology and software to maintain efficient office practices and provides administrative support for medical matters on behalf of physicians, as well as general academic and administrative support.

Responsibilities

Medical Administrative Support

• Professionally and efficiently handle incoming requests from patients, ensuring issues are resolved promptly and thoroughly.
• Gather patient information, fulfill patient needs, educate patients where applicable, and document interactions in applicable systems.
• Provide quality service and support in areas such as scheduling, registration, and care coordination.
• Serve as a resource for other Medical Office Coordinators and administrative support staff in the department; assist in training new staff and serve as a super user for new systems.
• Engage with prospective patients and/or family members to determine the appropriate healthcare provider, considering specialization, appointment availability, insurance coverage, and geographic location. Offer effective alternatives when appropriate.
• Address complex situations based on past experiences, such as working with VIP or international patients, and unique scheduling scenarios.
• Coordinate all aspects of complex patient visits, including pre- and post-operative care, scheduling preliminary exams, imaging studies, and other tests, and gathering results for physician review.
• Coordinate patient visits within specialty programs requiring complex care coordination across departments, locations, institutions, and systems.

Patient Scheduling in EPIC

• Schedule new and follow-up clinic appointments and assist in canceling or rescheduling clinics for providers.
• Collect insurance information and complete registration in EPIC.
• Answer complex patient questions about billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.
• Support physicians with insurance preauthorization and single case agreement processes by submitting necessary clinical information.
• Coordinate follow-up office visits, provide information about treatment and testing locations, and schedule lab tests and other procedures.
• Call patients to reschedule appointments if a physician’s clinic is canceled.
• Complete courtesy calls to remind patients of appointment details, including arrival times, location, parking, and what to bring.
• Ensure all information entered into EPIC adheres to evaluation, quality control, and performance management standards.

Administrative Support for Medical Matters

• Answer incoming calls from patients and provide information as appropriate.
• Routinely check voicemail and return patient calls within 24 hours.
• Coordinate with patients and/or referring physicians to obtain outside medical records, ensuring they are received and scanned into Epic in advance of clinic visits.
• Refer patients to appropriate clinical resources or areas.
• Send letters and post-operative information to referring physicians as needed.
• Send confirmation letters to patients when appointments are scheduled within a two-week timeframe.
• Receive completed and signed forms from physicians (e.g., Disability, Family Medical Leave, Workers Compensation) and scan them into EPIC, sending originals to patients for their records.
• Review and adjust clinic schedules as appropriate.

Other Activities Processed in EPIC

• Enter patient phone messages and route them to physicians.
• Print and send patient letters as necessary.
• Document inbound and outbound phone messages to patients.
• Pend prescription refills and route them to physicians.
• Pend orders based on defined "Practice Preferences."
• Check in-basket messages daily and respond as directed by department policy.

Provide Information to Patients

• Reinforce information for office visits, such as scheduled dates of service, what to bring, driving instructions, and parking details.
• Act as a liaison for patients, coordinating future consultations, diagnostic tests, or procedures.
• Answer complex questions accurately and provide up-to-date insurance information from the Johns Hopkins Managed Care website.
• Facilitate scheduling of lab tests and other procedures, determining appropriate schedules based on physician availability and performing three-way calls to hand off patients to the call center.

Prescription Refills

• Gather information to pend prescription requests and route them to physicians.
• Assist with insurance authorizations for non-formulary medications.

Coordination of OR Cases

• Work with the surgical scheduling coordinator to post all OR cases.
• Verify that the posting sheet is completed, signed by the surgeon, and scanned into EPIC.
• Send surgical packets to patients with pre-operative instructions.
• Verify all documents are received and scanned appropriately into EPIC prior to the date of surgery.
• Prepare to support clinic activities from home in case of JHU closure by installing a virtual desktop, maintaining electronic reference lists, and ensuring access to contact information for physicians, supervisors, and clinic managers.

Academic/General Administrative Support

• Provide general administrative support to one or more physicians, including answering phones, scheduling meetings, maintaining calendars, making travel arrangements, and managing filing systems.
• Assist with the preparation of correspondence, reports, posters, and related documents.
• Compile information for reports, grant applications, manuscripts, etc.
• Coordinate meetings on behalf of physicians.
• Process reimbursements per department protocol as applicable.

Requirements

• High school diploma or equivalent.
• Three years of progressively responsible medical office experience.
• Additional education may substitute for one year of required experience to the extent permitted by the JHU equivalency formula.

Pay

Starting salary range: $18.65 - $34.75 hourly ($50,000 targeted; commensurate with experience).

Schedule

Monday - Friday, 8:00 AM - 4:30 PM.

Benefits

Employee group: Full Time, Non-Exempt.

Location: Hybrid/JH at Columbia Center, Department of Orthopaedic Surgery Bay Clinic.