Sr. Medical Office Coordinator (Surgery)

About the role

The Department of Surgery is seeking a Sr. Medical Office Coordinator to assist in coordinating activities and provide other support for a multi-faceted clinical office to ensure a smoothly functioning office and good patient relations. Interact with patients, patients' families, referring physicians and third-party carriers with regard to patient-related issues. Work with others in a team environment. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support.

Medical Administrative Support

• 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.

Patient Scheduling

• Schedule new and follow-up clinic appointments and assist in canceling and rescheduling of clinics.
• Collect insurance information, and complete registration in EPIC.
• Answer 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.
• Provide administrative support for medical matters on behalf of physicians.
• Answer in-coming call from patients and provide information to patients, as appropriate.
• Routinely check voice mail and return calls to patients within 24 hours.
• Coordinate with patient and/or referring physician to obtain outside medical records.
• Ensure that all relevant outside medical records are received and scanned into Epic in advance of clinic.
• Ensure that physician gets medical records in advance per protocol as appropriate.
• Refer patient to appropriate resources/clinical areas.
• Send out letters and post op information to referring physicians, if needed.
• Send out confirmation letters to patients when appointment is scheduled less than 2 weeks out or as needed.
• Receive from physician completed and signed forms requested by the patient such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. All completed forms should be scanned into EPIC and send original to patients for their records.
• Review clinic schedules, and make adjustment as appropriate.
• 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.
• Up to date insurance information found on Johns Hopkins Managed Care website.
• Facilitate scheduling of lab tests and other procedures.
• Determines appropriate schedule for clinical appointments based on physician schedule and does three-way call to hand off patient to call center.

Prescription Refills

• Gather information and to pend RX request and route to appropriate clinician.
• Assist as needed with insurance authorizations for non-formulary medications.

Surgical Coordination

• Work with surgical scheduling coordinator to post all OR cases.
• Verify that the posting sheet is completed and signed by the surgeon and scanned within EPIC.
• Send out surgical packet to patient with pre-op instructions.
• Verify all documents are received and scanned appropriately into EPIC prior to date of surgery.

Academic and General Administrative Support

• Answer office phone, schedule meetings/maintain calendars for physicians, make travel arrangements, maintain filing system (copy or scan as indicated).
• Assist with preparation of correspondence, reports, posters, and related documents.
• Compile information for reports, grant applications, manuscripts, etc.
• Order stock and maintain office supplies.
• May coordinate meetings on behalf of the physician.
• May assist with preparation of sponsored project material.
• Process reimbursements per department protocol as applicable.
• Provide administrative & Clinical support to the Director of Broccoli Aortic Center.
• Assist with preparation of seminars leading up to large conferences.
• Provide administrative & Clinical support to the Director of Heart Failure.

Minimum Qualifications

• High school diploma or graduation equivalent.
• Three years progressively responsible medical office experience.
• Medical terminology required.
• Intermediate computer and proofreading skills required.
• Experience in the Johns Hopkins system strongly preferred.
• Additional education may substitute for one year of required experience to the extent permitted by the JHU equivalency formula.