Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services within JHMI. Coordinate simple appointment scheduling for GYN Oncology specialty services within the department, maintaining patient demographic and insurance pre-registration information in 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 to provide appropriate appointment. Provide quality customer service on every call. Promote teamwork and office success.Responsible for satisfying the customer and maintaining the image of JHM.
Specific Duties and Responsibilities:
Coordinate simple appointment scheduling for physicians and self referrals both internal and external from JHM using a service excellence focus. 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. Offer suggestions and solutions for improvement in work processes. Uses accurate judgment to problem-solve situations utilizing a service.
Meet standards for call handling by anticipating callers' requests and using proficient patient interviewing technique. Follows through on callers' requests. Enter 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. 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.
Employee is required to sit for long periods of time; utilize computer and phone for work; talk or listen for extended periods of time while on the telephone. Works in a normal, busy office environment where there are limited physical discomforts due to temperature, noise, dust and the like. 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