Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services within JHMI. Coordinate complex appointment scheduling linking consults and ancillary services required for assigned specialty services within the department, maintaining patient demographic and insurance pre-registration information in appropriate department scheduling system(s) (Meditech, IDX, OCIS, MOSAIQ or EPIC). Provide patients with information on physicians, directions to locations and educational materials. Answer patients or physicians questions. Interviews callers to obtain full understanding of what information is being requested. Provide high quality customer service on every call. Promote teamwork and call center success. Responsible for satisfying the customer and maintaining the image of JHM.
Specific Duties and Responsibilities: Coordinates complex appointment scheduling for physicians and self-referrals both internal and external from JHM using a service excellence focus for at least two department sub-specialties. Comply with JHM's confidentiality and HIPAA standards. Identifies and handles patient requests after following clinic specific protocols to interview patient. Uses department policies, procedures and protocols to evaluate and determine the best alternative for the patient as it pertains to all aspects of scheduling. Offers suggestions and solutions for improvement in work processes. Uses accurate judgment to problem-solve situations utilizing a service. Meets standards for call handling by anticipating callers' requests and using proficient patient interviewing technique. Follows through on callers' requests. Enters appointments in scheduling systems. Obtain/verify insurance and demographic information. Uses Hopkins Managed Care Grid to coordinate and enter appropriate insurance information. Balances support function with scheduling responsibilities. Stays current with communications and the processing of information via communication channels such as email, interoffice memos, staff meetings, and web alerts. Make use of Hopkins intranet sites, directories, manuals, and publications. Alerts management to issues regarding broken or malfunctioning equipment or processes. Adheres to the Clinical Operations Group's Service Standards (addendum attached). Other duties as assigned.
High school diploma or GED required. Requires minimum of two years related experience in medical office, hospital, medical call center or similar customer service environment. Additional education may substitute for experience, to the extent permitted by the JHU equivalency formula.
Type at least 35 wpm. Requires excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. This includes the ability to deal effectively with angry and/or upset customers. Requires the ability to work with diverse populations.
Work requires visual acuity including close vision and some color vision for close computer work, attention to detail and the physical ability to move around the office. Certain work may be stressful due to changing priorities.
Competencies: Working knowledge of sub specialties in the department. Working knowledge of medical and insurance terminology. Working knowledge of hospital and provider referral protocols. Working knowledge of medical insurance plans, billing, regulations, especially managed care plans. Working knowledge of effective interpersonal communication and service excellence. Working knowledge of PC Word processing, PC spreadsheets and applications. Will be expected become certified on host systems EPIC, Meditech, OCIS, MOSAIC and IDX as appropriate within introductory period. Requires proficiency on multi-line phone or ACD or similar system, copier, fax machine, calculator, information applications (scheduling, registration, referral management, etc.) and any other technology applications required for the position (electronic insurance verification, email, etc.) Must meet call performance, schedule adherence, data accuracy and quality standards. May require knowledge of referral tracking and handling of medical records.
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