General DescriptionDepartment: Internal Medicine
Work Schedule/Hours: Monday-Friday 8:00a.m.-4:30p.m. 37.5 hrs.
The Medical Office Supervisor oversees all administrative operations of the Division of General Internal Medicine's Hospitalist Unit and manages the day-to-day activities of a multi-faceted medical practice to ensure a smoothly functioning office and excellent patient relations. The Medical Office Supervisor ensures that all patient needs are handled in a timely, professional manner by front end staff.
This position directly supervises two Full-Time Sr. Medical Office Coordinators with full authority to hire, fire, and discipline. Provides administrative oversight of day-to-day activities of Sr. MOCS in the office. Oversees individual employee development and training, and conducts performance appraisals.
Continuously maintains outstanding customer service to patients and others and adheres to the JHM Service Excellence Standards of Behavior. (http://restricted.hopkinsmedicine.org/service/about/index.html).
* This position is a Required Attendance/Essential Employee position which requires the incumbent to report to work during an event (weather or otherwise) that causes JHU to curtail its operations by closing some or all the university's offices.
Duties and Responsibilities:
Administrative Coordinates a multi-faceted, high volume medical practice.
Monitors and problem-solves on active divisional issues, and works with Hospitalist Unit Director and Associate Director to develop, implement and maintain new administrative policies and procedures to ensure efficient operations of the division. Defines, directs and monitors support staff responsibilities, productivity, performance, workflow and coverage, and coordinates and approves all support staff leave time and overtime, etc. Serves as contact for all faculty, clinical associates, mid-level providers and staff in the division with questions, requests, etc. Analyzes standing unit operating practices such as record keeping systems, forms control, office layout, personnel requirements, creating new systems or revising established procedures. Assist in directing and developing monthly and annual Divisional meetings to provide updates on policies, divisional procedures, and internal clinical and administrative issues. Interprets and communicates operating policies. Develops new computerized records systems to maintain academic and administrative data, e.g. faculty salary, contracts and informational records. Serves as liaison for physician practice to department administration, clinical management, and hospital services.
Human Resources and Credentialing: Manages both Physician and NP/PA processing through Credential Verification Office and Billing Enrollment Offices, and International office when applicable. Organizes and helps conduct new employee divisional orientation for new faculty and staff, ensuring compliance with JCAHO regulations as well as BMC and JHU policies. Responsible for hiring, supervision, disciplining and termination all support staff and temporaries for the department. Approval all vacation and sick requests and coordinate vacation schedules among the MOC group. Manage back-up support coverage for vacations to ensure there is always MOC coverage and the physicians know who to contact.
Financial: Coordinates with the divisional financial coordinators(s) to carry out funds allocations and reconciliations, including on divisional grants. Oversees all Hospitalist unit financial activities (i.e. payroll, purchasing/accounts payable, budgeting, controlling expenses, etc.).
Sr. Medical Office Coordinator: Assists patients, patients' families, referring physicians, and third party carriers to resolve patient related issues. Triages patient calls and medical issues. Independently answers patient medical questions where appropriate and determines if physician/nurse response is required. Schedules patients for laboratory tests, medical examinations, procedures, and admissions. Resolves any schedule conflicts. Uses automated records systems to access, enter, and edit patient information. Relays information to patients regarding preparation for laboratory tests, examinations, and procedures. Assures all patient correspondence (consent, orders, history, and physical, etc.) is transmitted to correct areas in a timely manner to streamline patient processing. Demonstrates awareness of limitations of institutional resources, and seeks to maximize physician scheduling within this context. Proactively seeks to schedule/reschedule patients to efficiently utilize resources (e.g., backfill to cover cancellations or add urgent appointments).
Maintains ongoing familiarity with various types of medical insurance to independently explain these plans. Assists physician(s) in monitoring signing of operative notes, discharge summaries, and clinic notes. Informs patients of costs of care being provided, and guides them to appropriate resources for further information, guidance, or assistance. Obtains pre-certifications as required by patients' health care insurers or managed care providers. Delivers radiology CDs and Pathology slides to appropriate department for review. Assists patients or family members with completion of medical insurance forms. Arranges or assists in arranging patient transportation. Assists in formatting and preparation of manuscripts, grant proposals, statistical reports, project proposals, meeting agendas, tables, charts and other technical or operational documents charts using knowledge of scientific, medical, literary, or other technical terms. Process receipts for reimbursement in a timely fashion, no later than 1 week after receipt. Assist physicians with supplies, pagers (ie ensuring pagers are in working order) when needed. Manage requests from Resident Rotators, sub-interns and Med Students in the same way Physician Requests are handled. Seek out each learner on a daily basis to assist, if needed, in appointment scheduling or obtaining patient medical records. Proactively provide support to this group. Works collaboratively with the clinical team and administrative team to ensure high levels of patient satisfaction thorough efficient and thorough patient care. Other duties as assigned.