Responsible for answering the telephone and various functions related to and including accessioning second opinion, processing incoming & returning materials received for consult cases. Correctly identifies, obtains and enters patient demographics, clinical impression, and insurance billing information. Interaction involves consult coordinators, pathologists, pathology assistants/residents, laboratory technicians, medical transcriptionists, administrative assistants, medical records/surgical pathology archivists, couriers, clinicians and patients. Work cooperatively and successfully in a team environment. Carries out responsibilities in a timely fashion, provides a high level of customer service and performing tasks accurately. Knows and understands policies, work rules and procedures. This position is part of the JHU/SOM Clinical Operations (CO) / Required Attendance.
Duties and Responsibilities:
Answers telephone, receive and direct calls and/or take accurate messages. Provide information regarding how to send materials for consultation. Provides superior customer service and follow-up on requests, questions or concerns while adhering to policies, work rules. Accountable for standards of service excellence; including but not limited to patient or interpersonal relations, teamwork, communication, continuous performance improvement, and self management & accountability. Assist with daily operations of the consult service as needed. Monitor and file tissue blocks and slides that are ready for shipment. Transport slides/materials within Reed Hall and to Weinberg and locations throughout the campus throughout the day. File/group slides for shipment. Enter data in Pathology Data Systems, access shipping system and package slides for return to institution. Utilize established procedures to recognize discrepancies in patient medical records and report corrective action to Quality Assurance Coordinator.
High School diploma/GED required. Experience in a medical office environment or equivalent administrative experience that involved customer service/telephone customer service. Typing 40-50 wpm. Knowledge of computers, data entry, fax machine, photo-copy machine and other general office equipment; analytical ability to work with numbers and accuracy is essential; communication and interpersonal skills to interact with patients, clinicians and other staff; ability to work independently, prioritize work and handle detail information under tight deadlines; understand implications of correct entries and affect on patient diagnoses and billing. Organized, knowledge of record keeping and filing. Familiar with web based applications and can easily develop skills on new systems, such as Federal Express or UPS tracking software. Maintain cooperative working relationships within a confined area.
Final applicant for this position may require a skills assessment.
While performing the duties of this job, the employee may remain in a stationary position (sitting or standing) up to 70% of the time. Required to traverse throughout the work area or to retrieve/deliver equipment, supplies, or specimens from other locations on campus throughout the day (see below regarding transport duties). Individual will crouch or bend frequently during the day to retrieve or work with materials and during package processing.
The employee is required to operate computer keyboard and mouse 75% of the day and must have dexterity for handling small glass slides and other specimens. Constantly repositions self to perform duties at work stations, gathering specimens. Other repetitive hand motions may be required for completing administrative tasks.
Prolonged vision requirements including viewing computer screen, paper reports/documents and charts. Visual acuity is required to distinguish fine gradation of color.
Position requires frequent use of the telephone, while multi-tasking to retrieve or review information from the computer in order to assist callers quickly and confidentially. Must be able to communicate confidential information in a clear, concise, and professional manner to a diverse audience.
While this position works primarily in an office environment, there is activity in Laboratory environments - Exposure to toxins and infectious agents exist, but potential for personal injury or harm is minimized if established safety and health precautions are followed. Working in laboratory where there may be discomforts due to odors, noise, temperature fluctuations, and working around lab equipment.
Transports materials usually less than 40 pounds from one area to another; this includes when assigned walking multiple times per day to other locations on campus (up to 1 hour of walking at a time). When needed staff use a cart to transport items, which would require pushing or pulling. While walking surface is often inside on tiled floors, it also includes walking outside between buildings on uneven pavement on occasion. May be required to lift and/or move up to 50 pounds with proper training, or precautions/lifting aides (example: file boxes, specimen deliveries). In some areas work space is confined.
Staff may be required to complete annual competency review, and must insure compliance with Hospital Policy, Laboratory Policy & Procedure, Health, Safety & Environment regulations, and all applicable privacy & confidentiality laws/practices.
Many department laboratories operate 24/7 with schedules on day, evening, or night shift. Rotating schedules which may include weekend work and holiday assignment. (Overtime mandatory when authorized/needed to meet business and patient needs).
This is a Required Attendance position – in the event of unexpected university closings including inclement weather or declared emergency, the employee in this position is required to report to work and/or remain at work and may be required to work additional hours. This position follows JHU/SOM CO time and attendance work rules.
Internal Number: 2054-en_US
About Johns Hopkins University
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.