General DescriptionCoordinate activities and provide clerical support for the multi-faceted Division of Facial Plastic and Reconstructive Surgery, within the Department of Otolaryngology. The Coordinator will 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.
The primary duties and responsibilities of the job:
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.
If approved to schedule in EPIC, schedule new and follow-up clinic appointments and assist in canceling and rescheduling of clinics for providers who have a non-schegistrar as their Medical Office Coordinator. 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 pre-authorization 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.
If not approved to schedule patients in EPIC, refer patients to Access Services to schedule appointments and procedures. Participate in multi-party conversations to ensure appropriate timing of services and medical records as required by physician. Provide administrative support for medical matters on behalf of physicians. Answer in-coming calls 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.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. Send originals to patients for their records. Review clinic schedules, and make adjustments as appropriate. Other activity processed in EPIC - Enter patient phone messages and route to physician. Print and send patient letters as necessary. Document inbound/outbound phone messages to patients as appropriate. Pend RX refills requested and route to physician. Pend orders based on defined "Practice Preferences." Check messages daily and respond as directed by department policy. Provide information to patients. 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. Update insurance information found on Johns Hopkins Managed Care website. Facilitate scheduling of lab tests and other procedures. Determine appropriate schedule for clinical appointments based on physician schedule, and does three way call to hand off patient to call center. Gather information and to send RX request and route to appropriate clinician. Assist as needed with insurance authorizations for non-formulary medications. Coordination of OR Cases (If appropriate). 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. Prepare to support clinic activities from home in case of JHU closure (install virtual desktop and keep electronic reference lists as needed, and make sure you have cell or home phone numbers for physicians, supervisors, and clinic manager).
Academic/General Administrative Support - As necessary:
Provide general administrative support to one or more physicians. 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.