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Job Req ID:  39320

Patient Service Coordinator/MA


General Summary/Purpose:

The position within the Department of Medicine has dual responsibilities as both a Patient Service Coordinator and Certified Medical Assistant to function in the newly launched departmental float pool. Float pool members will be required to work at all DOM un-regulated satellite locations including but not limited to:  Greenspring Station, White Marsh, Knoll North (Columbia), Odenton, Greater Baltimore Medical Center, and Johns Hopkins Bayview (Rheumatology and Comprehensive Care).


Coordinate activities to provide secretarial and medical assistant support for a multi-faceted clinical 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 individual displays responsible behaviors, communicates effectively to others and functions as a member of the healthcare team. The PSC/MA functions under the direct supervision and authority of the physician when performing clinical tasks during patient care. The PSC/MA reports to the Clinic Supervisor, who is responsible for administrative supervision, staff development, and orientation of the PSC/MA to the area’s policies and procedures. The PSC/MA must demonstrate competency in all skills related to the performance of patient care. The PSC/MA maintains an inventory of examination/procedure room supplies, assists in the organization of efficient patient flow, and organizes the clinic environment to assure patient safety. The PSC/MA demonstrates problem-solving skills as they relate to patient care activities, provides guidance for and acts as a role model for Medical Assistants in the clinical area.


Specific Duties/Responsibilities:

  • Offer friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at assigned clinic.
  • Maintain accurate information on each patient to facilitate the patient encounter.
  • Use automated systems to expedite patient scheduling, pre-registration, check-in, and check-out.
  • Work with others in a team environment.
  • Schedule patients for laboratory tests, medical examinations, and consultations.
  • Relay information to patients regarding preparation for laboratory tests and examinations.
  • Coordinate visits either within the department or between several departments.
  • Telephone and interview patients and/or family members to obtain accurate pre-registration information and to confirm appointments.
  • Print and mail directions, maps, fee schedules, and department specific information to patients.
  • Send medical questionnaire forms to patients to obtain missing information.
  • Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
  • Obtain and/or verify patient's demographic data by phone or in person.
  • Confirm appointments by telephone and/or mail.
  • Fill vacancies due to cancellations.
  • Obtain pre-certifications as required by patients' health care insurers or managed care providers.
  • Register patients for clinical appointments using computerized database.
  • Inform patients of costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
  • Arrange or assist in arranging patient transportation.
  • Answer phones and provide routine information to callers.
  • If a patient has to be admitted to the hospital, take care of administrative tasks of admission so that the patient may go directly to the floor.
  • Review patient charges and extract chargeable items.
  • Collect time of service payments, issues receipts, and prepare cash settlement records. 
  • Input diagnostic and procedure codes to TAP system for computer billing.
  • Discuss patient charges, if appropriate, with patients and/or patients' families.
  • Work with available downtown and local support to evaluate eligibility for alternative sources of financing such as Medicaid, Patient Care Funds, loans or other payment sources.
  • Refer patient to appropriate office and ensure application for funds has been made.
  • Prepare patient's statement of charges and review with patient.
  • Assist with basic insurance and third party queries and explain payment policies.
  • Mail lab and patient result letters, file, create and maintain paper and electronic patient charts, provide accurate and timely messages to MDs, fulfill HIPAA compliant ingoing and outgoing medical records requests, manage incoming and outgoing faxes, provide accurate appointment entry/check in/ check out.

Certified Medical Assistant Specific Duties and Responsibilities:


Clinical:  Participates in the care of the patient, under the direct supervision of the Physician and in collaboration with the healthcare team.

  • Collects patient information and assessment data.
  • Obtains and records patient’s vital signs: temperature, pulse, respirations, blood pressure, weight and height. 
  • Reports assessment findings to practitioner, and records on appropriate documentation forms in a timely manner.
  • Obtains additional data from patient and significant other based on initial data collection.
  • Performs chart review prior to clinic visit to obtain historical data.
  • Monitors patient status recognizing and reporting abnormal findings or changes in condition.
  • Organizes patient care activities based on assessment findings.
  • Confirms and clarifies written orders prior to implementation of delegated tasks.
  • Maintains and uses principles of aseptic techniques and infection control when performing clinical duties and tasks.
  • Assists practitioner in identified patient procedures/treatments/examinations, (preparation, positioning, supplies, equipment). Proactively problem-solves and identifies solutions to barriers to safety.
  • Appropriately obtains and manages specimens, including: labeling, form completion, transport to laboratories, and log maintenance.
  • Recognizes emergency situations and implements emergency procedures according to clinic guidelines.
  • Administers first aid, CPR, and maintains emergency equipment and supplies. 
  • Provides appropriate patient education, health information materials and community resource lists as directed, and maintains educational supplies. 
  • Perform EKGs.
  • Obtain lab results.

Unit Operations:  In close partnership with health care team, assures smooth and efficient patient flow and clinical operation.

  • Assists patients to exam room and prepares patients for examination.
  • Assists patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables, and scales utilizing proper body mechanics and safety measures. Identifies patients with special needs.
  • Orders, stocks, and maintains exam rooms and clinic areas with standard levels of supplies, medications, linens, nourishments, forms and equipment. 
  • Recognizes patient care trends affecting unit supplies and notifies clinic supervisor
  • Operates clinical equipment according to equipment procedures including safety and quality control checks.
  • Checks clinic area and rooms for malfunctioning equipment and general maintenance problems on a regular basis.
  • Reports findings to appropriate person or arranges for repairs as required.
  • Ensures that soiled linen, needle containers and potentially infectious waste are appropriately disposed and removed from the clinic and exam area according to the infection control guidelines.
  • Performs related and delegated tasks, which includes requests for prescription refills, taking and relaying messages, directing patient flow and running errands.
  • Works with healthcare team to assure smooth and efficient patient flow and clinical operation. 
  • Problem solves obstacles to throughput process and notifies manager and patients of wait time.
  • Assist with front desk duties, including but not limited to Filing, Scanning, Purging Records, Clearing the fax machine and distributing documents appropriately, and Printing EPR notes.


Minimum Qualifications (Required):

  • Requires high school diploma or GED.
  • One (1) year work experience in a similar service-oriented industry required.
  • Completion/passing of an approved Certified Medical Assistant Exam.
  • Certification/Registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP) required. If not currently certified/registered, must become certified/registered within 90 days of date of hire. 
  • Current CPR certification by the American Heart Association or the American Red Cross required at time of hire.


Preferred Qualifications:

  • Two (2) years related work experience preferred.
  • Experience as a CMA.
  • Knowledge of medical insurance coverage preferred.
  • Medical terminology, and basic computer skills preferred.


Special Knowledge, Skills, and Abilities:

  • Requires successful interpersonal and communication skills with patients, families, physicians, and other health care team members in order to foster optimal quality of outpatient care.
  • Complete mandatory on-going training necessary to schedule new and follow-up appointments, as appropriate.


Technical Qualifications or Specialized Certifications:

  • Must have current certification in CPR and certification as a Medical Assistant by an approved national examination agency.
  • Must maintain MA and CPR certification/registration during duration of employment in this position.


Classified title: Patient Service Coordinator/ Medical Assistant

Working title: Patient Service Coordinator/ Medical Assistant

Role/Level/Range: ATO 40/E/02/OD

Starting Salary Range: $15.26 - $21.00 (commensurate with experience)

Employee group: Full-time

Employee Status: Non-Exempt

Schedule: Monday-Friday - 8:30am-5:00pm 40hrs/Wk - required attendance on-site

Location: 5450 Knoll North Dr., Columbia, MD 21045-Columbia Center

Department name: 10002799-SOM DOM General Admin Chairmans Offf

Personnel area (School): SOM – 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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