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Job Req ID:  4484

Patient Service Coordinator

The Department of Ophthalmology is currently searching for a full time Patient Service Coordinator at the East Baltimore Medical Campus.  This position will offer friendly, courteous, and confidential assistance to ensure every patient has an outstanding customer service experience during his or her visit to Johns Hopkins. Maintains accurate information on each patient to facilitate the patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, check-in, and checkout. Works with others in a team environment.


Specific Duties/Responsibilities:

  • Screens patient calls and medical issues.  Answers patient medical questions where appropriate and determines if physician response is required.
  • Schedules patients for laboratory tests, medical examinations, and procedures.  Resolves any schedule conflicts.  Uses automated records systems to access, enter, and edit patient information.
  • Coordinates visits either within the department or between several departments.
  • Telephones and interviews patients and/or family members to obtain accurate pre-registration information and to confirm appointments.  Prints and mails directions, maps, fee schedules, and department-specific information to patients.
  • Verifies and enters pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas.  Obtains and/or verifies patient's demographic data by phone or in person.
  • Confirms appointments by telephone and/or mail. Fills vacancies due to cancellations.
  • Responds to requests for completion of various medical forms for patients (MVA forms, disability forms, worker’s compensation forms, etc.)  
  • Demonstrates awareness of limitations of institutional resources, and seeks to maximize physician scheduling within this context.  Proactively seeks to schedule/reschedule patients for efficient utilization of resources (e.g., backfill to cover cancellations or add urgent appointments).
  • Registers patients for clinical appointments using computerized database. Assists patients or family members with completion of medical insurance forms.
  • Answers phones and provides routine information to callers.
  • Responds to medical records requests. Scans medical records documents into the electronic medical records system.
  • Monitors the in-basket in the electronic medical record system.  Handles basic in-basket requests and forwards others as necessary to the appropriate resource.  Documents appropriately in the system.
  • Collects time of service payments, issues receipts, and prepares cash settlement records as required for cross coverage.
  • Discusses patient charges, if appropriate, with patients and/or patients' families.
  • Refers patient to appropriate office if financial counseling is necessary.
  • Assists with basic insurance and third party queries and explains payment policies.
  • Assists with back office duties as needed to ensure consistent patient flow.
  • Maintains familiarity with various types of medical insurance to explain these plans.
  • Prepares and mails notes to referring and other physicians on cc list.
  • Operates personal computer to access e-mail, electronic calendars, and other basic office support software.
  • Maintains appropriate level of office supplies and medical forms; orders additional stock in a timely manner.
  • Provide other duties, as assigned.


Minimum qualifications:

High School Diploma/GED required. One (1) year work experience required in a similar service-oriented industry. Must obtain certification or competency (passing training exams) in appropriate skill groups during introductory period. Excellent communication skills. At least average computer skills.  Must possess problem solving and organizational skills as well as a strong personal and professional commitment to quality patient care and service excellence.


Preferred qualifications:

Two (2) years college or equivalent work experience preferred. Two years related ophthalmology/JHH system work experience strongly preferred. Medical terminology and knowledge of medical insurance coverage preferred.


Role/Level/Range: ATO/02/OD

Starting Salary Range:   $14.81 - $20.38 an hour

Employee group: Full Time

Schedule: M-F, 8:30-5:00pm, 40 hrs/wk.     

Department name: Ophthalmology

Work Location: East Baltimore Medical Campus


School of Medicine - East Baltimore Campus

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