full-time position with Urology; 40 hours per week; Monday - Friday
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.
Coordinate 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. Identify and handle patient requests after following clinic specific protocols to interview patient. Use department policies, procedures and protocols to evaluate and determine the best alternative for the patient as it pertains to all aspects of scheduling. Offer suggestions and solutions for improvement in work processes. Use accurate judgment to problem-solve situations utilizing a service. Meet standards for call handling by anticipating callers' requests and using proficient patient interviewing technique. Follow through on callers' requests. Enter appointments in scheduling systems. Obtain/verify insurance and demographic information. Use Hopkins Managed Care Grid to coordinate and enter appropriate insurance information. Balance support function with scheduling responsibilities. Stay 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. Alert management to issues regarding broken or malfunctioning equipment or processes. Perform other duties as required.
High School Diploma or GED. Minimum of 2 years related medical office, hospital, call center, or customer service environment. Additional education may substitute for experience, to the extent permitted by the JHU equivalency formula
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. Ability to work with diverse populations.
**JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.**
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