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Requisition ID:  118410

Patient Service Coordinator

We are seeking a Patient Service Coordinator who will be responsible for answering all inbound phone calls to Wilmer’s Surgical Scheduling Unit during working hours, providing administrative (non-clinical) guidance and assistance to patients, care partners, and consulting physicians with aim for first-call resolution, and triaging calls and messages to the appropriate contacts for accurate and very timely follow-up. This will include communicating pre-surgery instructions and paperwork, confirming patient arrival times for surgery, forwarding messages and special requests to clinicians, directing calls to appropriate staff backlines for direct resolution, assisting with EHR data entry and appointment-making on behalf of patients, and reviewing the surgical schedule and reserving slots per patient preferences. This will be a remote position, but with expectation for some onsite training and work as assigned.


Specific Duties & Responsibilities

  • Greets each caller in a kind and professional manner.
  • Works collaboratively with others in promptly answering all inbound phone calls through Avaya desktop application, reviewing and responding messages (voicemails, Epic electronic health record in basket messages, and e-mails) within one business day, and sending internal and patient/care partner messages as needed toward patient surgical preparation.
  • Completes intake on behalf of the surgical scheduling team, as directed –including verification and entering of insurance information, patient demographic and contact information, and patient surgical preferences into Epic and related systems.
  • Confirms that all necessary pre-surgery forms are up to date, sent to patients/care partners, and signed where required.
  • Provides cross-coverage to other team members as daily business needs dictate.
  • Facilitates smooth transfer of phone calls within and beyond the Wilmer Institute, in collaboration with clinicians, trainees, fellow support staff, and managers/supervisors.
  • Maintains familiarity with Wilmer surgical scheduling policies and procedures, pre-surgery requirements, and insurance issues, and helps educate patients/care partners to ensure successful pre-preparation.
  • When applicable, collects advance payments and paperwork for non-covered services, and reviews upcoming surgeries to reconcile pre-collection needs.
  • Guides patients and families to appropriate resources ( financial counselors, international office, social workers, surgical schedulers, Wilmer physicians and clinic staff).
  • Other duties as assigned


Minimum Qualifications
  • High School Diploma or graduation equivalent
  • One year work experience in customer service required. Two years related work experience preferred.
  • Additional education may substitute for required experience and additional related experience may substitute for required education beyond HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.



Preferred Qualifications
  • Prior experience with phone-based customer service, including call center roles, strongly preferred.
  • Two years or more experience in related eye care and / or other Johns Hopkins employment setting preferred.
  • Knowledge of medical insurance, basic medical terminology, and surgical scheduling workflows would be ideal.

 

 

Classified Title: Patient Service Coordinator 
Job Posting Title (Working Title): Patient Service Coordinator   
Role/Level/Range: ATO 40/E/02/OD  
Starting Salary Range: $16.20 - $28.80 HRLY ($22.50/hr. targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Monday-Friday, 8:30 am - 5:00 pm 
FLSA Status: Non-Exempt 
Location: School of Medicine Campus  
Department name: SOM Oph Operations  
Personnel area: School of Medicine 

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
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 Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.
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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