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Job Req ID:  16950

CO Patient Service Coordinator


General summary/purpose:


Coordinate activities and provide secretarial support for the Huntington’s Disease clinical and research office to ensure a smoothly functioning office and good patient relations. Interact with patients, patients’ families, referring physicians and third party carriers with regard to patient-related issues. Work with others in a team environment. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support.  The position reports to the clinic directors and divisional senior administrative manager as well as the Psychiatry Outpatient Programs manager and works closely with clinicians, residents, social worker and research coordinators.


Specific Duties and Responsibilities:


  1. Medical 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 and educate patients as needed. Provide quality service and support in a variety of areas which may include, but not limited to scheduling, registration and care coordination.


  1. Patient Scheduling: 
      • Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics.
      • 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 the 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 and other procedures, and/or coordinates 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.


  1. Provide 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 that all relevant outside medical records are received and scanned into Epic in advance of clini  Ensure that physician gets medical records in advance per protocol as appropriate.
      • Refer patient to appropriate resources/clinical areas.
      • Send out letters and post visit information to referring physicians, if needed.
      • Send out confirmation letters to patients when appointment is scheduled less than 2 weeks out or 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 send original to patients for their records.



  1. Review clinic schedules, and make adjustments as appropriate
  2. 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 as appropriate.
  • 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.


  1. 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.
  • Up to date insurance information found on Johns Hopkins Managed Care website.
  • Facilitate scheduling of lab tests and other procedures. Determines appropriate schedule for clinical appointments based on physician schedule, and does three way call to hand off patient to call center.


  1. Deliver lab samples for genetic testing and provide necessary documentation
  2. Prescription refills
  • Gather information and to pend RX request and route to appropriate clinician.
  • Assist as needed with insurance authorizations for non-formulary medications.


  1. Prepare to cancel clinic operations in case of JHU closure (install virtual desktop and keep electronic reference lists as needed, and make sure you have cell or home phone numbers for physicians, supervisors, and clinic manager).


  1. Academic/General Administrative Support – Provide general administrative support to one or more physicians
  • Answer office phone, schedule meetings/maintain calendars for physicians, make travel arrangements, 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 maintain office supplies
  • Maintain weekly agenda for clinic meeting
  • Coordinate schedule with resident applicant interviews
  • Oversee undergrad students assisting with clinic administrative functions
  • May assist with preparation of sponsored project material
  • Process reimbursements per department protocol as applicable.


C.  Clinical Research Support

  • Collaborate with research coordinators for patient visits and help recruit for studies
  • Oversee entry of all patient information into research database


  1. Event Planning


Assist and partner with the Social Worker in the planning, coordination, communication and execution for all of Huntington’s Disease education, outreach and fundraising events and meetings. This includes, but is not limited to Education Days, Support Groups, Seminars, and other activities that are briefed in, meeting the criteria set by the Directors and/or Social Worker.

  • Update and manage calendars and provide reminders for upcoming events
  • Help schedule venues, food, and parking vouchers for events while ensuring that all contracts are properly secured
  • Handle clients’ inquiries and RSVPs over the telephone and in person and forward important calls to the social worker
  • Provide support in event execution by ensuring that all resources are available to the participants
  • Assist in the setting up and tearing down of events, with special focus on timeliness and care of the materials involved
  • Interact with staff members and volunteers to ensure that they are provided with the right information to carry out their tasks


Minimum qualifications (mandatory):

High school diploma/GED, Three years related experience clinical/secretarial experience.


Preferred qualifications:

Special knowledge, skills, and abilities: Requires an understanding of changing reimbursement policies and third party reimbursement.

Complete mandatory on-going training necessary to schedule new and follow-up appointments as appropriate.


Technical qualifications or specialized certifications:

EPIC, Microsoft, SAP



Classified Title: Clinic Coordinator 
Working Title: CO Patient Service Coordinator  ​​​​​
Role/Level/Range: ATO 40/E/02/OD 
Starting Salary Range: $17.42-$23.95
Employee group: Casual / On Call 
Schedule: M-F, 27 hours per week 
Exempt Status: Non-Exempt  
Location: 04-MD:School of Medicine Campus 
Department name: 10003302-SOM Psy Neurobiology 
Personnel area: School of Medicine


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 jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.


The following additional provisions may apply depending on 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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