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Job Req ID:  5389

CO Clinic Coordinator

Classified title: Clinic Coordinator

Role/Level/Range: ATO/2/OE

Starting Salary Range: $16.91 - $23.25 p/hr

Employee group: Full-time

Schedule (hours/days): Monday-Friday 8:30-5:00 40 hrs.

Employee subgroup: Non-exempt

Department name: Otolaryngology

Work Location: 601 N. Caroline St. JHOC 6012

Personnel area (School): SOM


General Summary


For the department of Otolaryngology, the responsibility of the Clinic Coordinator is to coordinate the daily operations of the Listening Center division in the Johns Hopkins Outpatient Center. This requires the experience of a highly functioning coordinator to lead and ensure smooth functioning of the operation and to independently resolve any scheduling issues, customer service complaints, third party insurance issues and interdepartmental coordination problems whenever necessary. The patient population of the Listening Center inherently involves dealing with hearing loss and various communication modes/technologies, which the coordinator will become skilled in. This position will assist the medical office coordinators, and TLC staff, involved with patient care during scheduled clinic days. The coordinator must provide friendly, courteous, and confidential assistance to patients, and staff to ensure that the patient has a positive experience. The coordinator should ensure that accurate and detailed information on each patient is maintained in order to facilitate a successful patient encounter. The coordinator must be able to adapt to changes in technology and software to ensure efficient office practice. Provide administrative support to providers (audiology, rehab, NPs and surgeons) as well as general academic administrative support. Lastly, the coordinator directs the work of others and promotes a team environment while exhibiting professionalism and exemplary customer service skills.



Duties & Responsibilities: 


Concierge services:

  • Provide high end “concierge services” to patients of the Listening Center
  • Must be able to coordinate between multiple clinic sites, including limited travel between satellite clinics if necessary.
  • Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly
  • Assist in coordination of Cochlear implant surgeries to assure the patients are processed in a timely manner.  
  • Troubleshoot and use judgment in resolving problems as they arise. Involve other parties as necessary.
  • Understand insurance coverage and limitations as related to cochlear implant services. Should be able to provide information on basic billing procedures and codes, while making appropriate referrals for remediation of any problems. 
  • Be able to compose and provide documentation for various correspondence between the Listening Center and outside entities (insurance companies, manufactures, state and federal providers, etc)
  • Analyze operating practices and make suggestions about personnel requirements creating new systems and revising established procedures.
  • Intervene as necessary, on issues relating to patient complaints, health care providers concerns, and operational issues; take measures to correct situations or ensure appropriate personnel are involved. Assist staff directly in answering the phones and other clinic operations that fall behind at peak times of the day.
  • Process LMN/CMN insurance letter requests in addition to other letter requests 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 send original to patients for their records.
  • A willingness to develop a basic understanding of terminology and specific equipment as it relates to cochlear implantation and hearing loss.


Track and Coordinate new Cochlear Implant Candidates:

  • Keep track of incoming cochlear implant patients through coordination with the Call Center.
  • Coordination of appointments between multiple departments and divisions within Otolaryngology including Otology, Speech Pathology, Psychology, Genetics, International Office and Office of Interpreting Services. 
  • Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts and document interactions in applicable systems
  • Utilize database and information systems available to acquire and provide patient information. Routinely addresses complex situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used.  Examples may include working with VIP patients, work with international patients, and unique scheduling situations.
  • Coordinate and support “Case Review”; multi-disciplinary staffing, 2 times per month.


Clerical/Administrative Duties:

  • Routinely check voice mail and emails/ return calls/emails to patients within 24-48 hours.
  • Produce reports as requested by Otolaryngology Administration.
  • Monitor providers scheduling, productivity, and billing. Create efficiency within the clinic flow for providers and patients.
  • Must have excellent communication skills in both written and verbal formats. Use of technology and interpreters will be a daily occurrence in communicating with the standard patient population.  
  • Support the providers and the physician MOC with insurance preauthorization, appeals and single case agreement processes by submitting necessary clinical information as instructed by the physician.
  • Must have knowledge of Listening Center office protocols and be able to provide coverage and support to the office staff. 
  • Prepare and maintain statistics and reports using database or spreadsheet software.
  • Monitor compliance with quality assurance guidelines and make arrangements for inadequate working order and schedule maintenance.
  • May coordinate meetings on behalf of the providers
  • Promote service excellence to ensure patient satisfaction.
  • Knows the formal and information departmental goals, standards, policies and procedures which may include some familiarity of other departments.  Is sensitive to the interrelationship of both people and functions with the department.
  • Required Attendance
  • This description is a general statement of required duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.




High School Diploma/GED.  Three years related experience. Requires an understanding of changing reimbursement policies and third party reimbursement. Additional education may be substitute for years of related experience.


 Preferred qualifications: 

Two years of college preferred.


Special knowledge, skills, and abilities:

The coordinator must demonstrate a history of strong organizational skills, analytical skills, customer service skills, and the ability to multi-task. Medical terminology and an advanced knowledge of windows, Microsoft Office and Internet are preferred. Additional requirements of high level of interpersonal, written and verbal communication skills are also essential. Previous ambulatory care experience is preferred. Experience with EPIC is preferred.

School of Medicine - East Baltimore Campus

Job Postings are updated daily and remain online until filled.
The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply, depending on at which campus you will work. Your recruiter will advise accordingly.

  • During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

  • The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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