General Descriptionfull-time position with Orthopedic Surgery; 40 hours per week; Monday - Friday
Ensure a smoothly functioning office and good patient relations. Provide administrative support for medical matters on behalf of physicians, as well as, general academic/general 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. Talk to prospective patients and/or family members to determine appropriate health care provider for patient(s).
If approved to schedule in EPIC, schedule appointments 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 MOC. 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 physician with insurance preauthorization 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, other procedures, and/or coordinate 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 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. Refer patient to appropriate resources/clinical areas. Send out letters and post op information to referring physicians if needed. Send out confirmation letters to patients when appointment is scheduled in less than 2 week timeframe 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 and original sent to the patients for their records. Review clinic schedules and make adjustment as appropriate. Perform 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. Pend RX refills requested and route to physician. Pend orders based on defined "Practice Preferences." In-basket 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. Answer questions with accuracy and provide up to date 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.
Assist as needed with insurance authorizations for non-formulary medications. Coordinate 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. If applicable, prepare to support clinic activities from home in case of JHU closure (install virtual desktop and keep electronic reference lists as needed; make sure you have up-to-date contact information 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 calendar for physicians, make travel arrangements, and 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 maintains office supplies. May coordinate large meetings and/or seminars (e.g., arrange logistics for speakers, meeting space, refreshments, invitations). May assist with preparation of sponsored project material. Process reimbursements per department protocol as applicable.
Perform other duties as required.