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Job Req ID:  54276

CO Patient Service Coordinator

General Summary/Purpose

Offers professional, courteous and confidential assistance to patients face-to-face and on the phone to ensure a positive patient encounter at the Wilmer Institute. Uses EPIC to expedite patient scheduling, check-in and check-out.  Monitors faculty templates.  Works with others fostering a team environment.


Specific Duties & Responsibilities

  • Handles patient check-in including verification and entering of pre-registration, insurance information, patient's demographic data into Epic to be able to register patients that bypass the 1st floor registration or come from another department so they do not need to return to the first floor to register.
  • Obtains pre-certifications as required by patients' health care insurers or managed care providers, which includes checking the schedule for Kaiser referrals and completing the required paperwork to request the referral.
  • Handles patient check-out in Epic to include scheduling of follow-up appointments and testing, printing of appointment visit summaries and scheduling of interpreter when needed.
  • Assists patients with signing consent forms for procedures and surgeries.
  • Prepares for the next day clinic by printing labels and schedules.
  • Calls to obtain lab and radiology results when physicians request them.
  • Checks in-basket for messages daily that have been assigned to be done.
  • Checks Schedule for New Patients and request records prior to the appointment. 
  • Schedules appointments for patients with other providers within Wilmer and possibly other departments within Johns Hopkins
  • Schedules appointments with other departments such as Rheumatology, Dermatology, and Neurology.  If unable to schedule, provide patient with contact numbers to call to schedule an appointment.
  • Arranges or assists in arranging transportation for patients as necessary within the hospital
  • Demonstrates awareness of limitations of institutional resources, and seek to maximize physician scheduling within this context.
  • Collects time of service payments including copays, balances, self-payments, refractions, etc. Issue receipts, and prepare financial reconciliation records daily.
  • Scans all medical records and insurance information into Epic daily.
  • Checks for incoming faxes and either distribute as needed or scan into Media.
  • Proactively seeks to schedule/reschedule patients to efficiently utilize resources (e.g., backfill to cover cancellations or add urgent appointments).
  • Resolves any schedule conflicts in Epic.
  • Fills vacancies due to cancellations.
  • Maintains familiarity with various types of medical insurance accepted in the clinic to be able to identify if patients may be scheduled in the clinic or must be referred to another provider.
  • Assists patients with Medical records releases, which would include sending out the records or requesting records.
  • Assists with back office duties as needed to ensure consistent patient flow. This may include: answering phones; and rescheduling patients.
  • Other duties as assigned.


  • Offers friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at Johns Hopkins.
  • Treats patients, family members, physicians, and guests with courtesy and respect.
  • Represents Wilmer in a professional and positive manner.
  • Complies with standards of behavior in compliance with JHU policy.
  • Complies with JHU dress code to ensure a professional appearance.
  • Consistently works in a positive and cooperative manner with fellow staff.
  • Seeks out opportunities to help rather than waiting to be asked.
  • Considers the impact of personal actions on other staff throughout the organization.
  • Demonstrates flexibility to perform duties wherever volume deems it necessary.
  • Knows the formal and informal departmental goals, standards, policies and procedures of the department. Functions as a member of a team between all levels of personnel.
  • Exchanges routine information in an appropriate manner.
  • Is extremely sensitive and discreet with private patient information.
    Minimum Qualifications (Required)
    High School Diploma/GED required.
  • One (1) year work experience in customer service required.
  • Two (2) years related work experience preferred.
  • Knowledge of medical insurance coverage preferred.
  • Medical terminology, and basic computer skills preferred.
    Preferred Qualifications
  • One year work experience in customer service required; ophthalmology/JHH system work experience strongly preferred. Two years related work experience preferred.
  • Knowledge of medical insurance coverage and medical terminology preferred.
  • Demonstrated competence in computer applications including Microsoft Office and Epic.
    Special Knowledge, Skills, and Abilities
    Ability to demonstrate a high level of interpersonal skills with patients, families, visitors and clinical staff.
  • Ability to maintain personal composure under stress.
  • Ability to perform with a high degree of accuracy and meticulous attention to detail.
  • Ability to proficiently operate PCs and standard Microsoft Office Suite applications.



Classified Title: Patient Service Coordinator 
Working Title: CO Patient Service Coordinator 
Role/Level/Range: ATO 40/E/02/OD 
Starting Hourly Pay Rate Range: $15.26 - $21.00 /Commensurate with Experience
Employee group: Full Time 
Schedule: Monday - Friday, 9:00a - 5:30p / 40 hrs per week 
Exempt Status: Non-Exempt  
Location: 04-MD:School of Medicine Campus 
Department name: 10002992-SOM Oph Anterior Segment 
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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