Department: Medicine - Rheumatology Work Schedule/Hours: Monday-Friday / 8:30-5:00 p.m. Full Time
General Summary Coordinates the day-to-day activities of a multi-faceted medical practice to ensure a smoothly functioning office and good patient relations. Serves as administrative assistant to multiple faculty members. Resolves patient problems, third party issues (including insurance) and refers patients to appropriate resources.
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/Essential Job Functions:
Schedules patients for new and returns appointments, medical examinations, procedures and consultations.
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.
Follows and helps 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.
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.
Administrative Assistant Responsibilities
Serves as administrative assistant to Physician.
Assists with administrative tasks associated with the preparation of research grants (copying, faxing, mailing, obtaining information from other departments/divisions/faculty, etc.).
Types routine correspondence and reports from dictation or handwritten copy using personal computer.
Transcribes machine dictated medical reports and other documentation using medical terminology.
Uses personal computer to prepare manuscripts, grant proposals, statistical reports, tables and charts using knowledge of scientific, medical, literary or other technical terms.
Maintains calendar, schedules appointments and meeting rooms.
Opens, sorts and screens mail.
Files in alphabetical order and locates material from files.
Assists with making routine travel and accommodation arrangements, and produces an itinerary for each travel event.
Coordinates the servicing of office equipment.
Completes various request forms for office supplies and equipment as directed.
Prints and mails/faxes directions, maps and department-specific information to patients.
Customer Service and Teamwork Responsibilities
Is courteous and pleasant in person and on the telephone with coworkers, patients, visitors, and supervisors. Utilizes proper telephone etiquette. Warmly greets patients and visitors. Verbally expresses appreciation when ending a conversation with a caller.
Handles and resolves patient complaints non-defensively and without blame to other employees. Seeks to satisfy a dissatisfied customer.
Is generous in assisting and supporting others. Participates in covering telephones and assisting other faculty and staff when needed.
Computer Knowledge Expectations
Operates personal computer to access email, computerized scheduling and documentation databases, and other basic office support software.
Successfully completes all required EPIC training courses and EPR and other software systems
Completes all required HIPAA and other specified online training courses.
Other duties, for all categories, as assigned.
Experience/Education Requirements *High School Diploma required. Two (2) year's work experience required in a medical office; One (1) year of related experience in a similar service-oriented industry. Experience in the Hopkins system is strongly preferred.
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