Sr. Medical Office Coordinator (Medicine Bayview)

The Department of Medicine, Division of Rheumatology is seeking a Sr. Medical Office Coordinator (Sr. MOC) who will be involved in the establishment of the Hopkins Lupus Center, a new multi-specialty care center.

Specific Duties & Responsibilities

• Coordinate the day-to-day activities of the Lupus Center, to ensure exemplary patient relations and a smoothly functioning center.
• Resolve patient problems and third party issues (including insurance) and refer patients to appropriate resources as necessary.
• Offer friendly, courteous, and confidential assistance to patients to ensure an optimal experience while visiting the Hopkins Lupus Center.
• Maintain accurate and detailed information on each patient to facilitate a successful patient encounter.
• Use automated systems (EPIC) to schedule appointments, expedite patient requests, including refills and test scheduling.
• Work with others in a team environment exhibiting professionalism and exemplary customer service skills.
• Create new processes and systems to ensure high level of service to patients. In particular, the updating and printing of patient encounter forms.
• Schedule patients for new and returns appointments, medical examinations, procedures and consultations.
• Complete pre-registration to ensure that patient visits, procedures and medications are pre-authorized by third party payers, managed care organizations, and HMO’s.
• Collate new patient referrals, send them to appropriate physician for review, and distribute them after review for scheduling
• Resolve any scheduling conflicts in proactive and timely manner. Demonstrate awareness of limitations of institutional resources and seek to maximize physician scheduling within this context.
• Provide high level of coordination and communication for international and domestic patients, including scheduling multiple visits within a short time frame.
• Create processes and systems to ensure high level of service to patients. Proactively seek to schedule/reschedule patients to efficiently utilize resources (e.g., backfill to cover cancellations or add urgent appointments, etc.).
• Provide exemplary customer service by utilizing service excellence techniques such as scripting, service recovery and rounding to ensure that patient expectations are exceeded during clinic visit. Resolve and/or elevate any patient problems in a proactive and timely manner.
• Verify and enter pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas. Resolve third party issues.
• Demonstrate understanding and sensitivity to diversity. Consider cultural and linguistic differences that may impact patient experience and make appropriate accommodations/recommendations to ensure patient expectations are exceeded.
• Prints and mails directions, maps, fee schedules, doctor’s notes, test results and other visit specific information to patients. Sends medical questionnaire forms to patients to obtain missing information.
• Work in coordination with the clinic staff to ensure accuracy, proper organization and advanced preparation of clinic visits
• Relay information to patients regarding preparation for laboratory tests and examinations.
• 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.
• Assure all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.
• Assist patients, physicians and/or family members with the completion of medical insurance forms.
• Inform patients of costs of care being provided and guide them to appropriate resources for further information or assistance.
• Log new patient referrals, contact new patients for appointments, and send letters to referring physician offices.
• Answer phones and provides routine information to callers.
• Process incoming faxes and mail in a timely fashion.
• Collate new patient referrals, send them to appropriate physician for review, and distribute them after review for scheduling.

• High school diploma or graduation equivalent.
• Three years of progressively responsible medical office experience.
• Knowledge of medical terminology.
• Intermediate computer skills.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

• Experience in the Johns Hopkins system.

Classified Title: Sr. Medical Office Coordinator   
Role/Level/Range: ATO 40/E/02/OE  
Starting Salary Range: $18.20 - $33.90 HRLY ($50,000 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: M-F 8:30a - 5p 
FLSA Status: Non-Exempt 
Location: Hybrid/School of Medicine Campus  
Department name: SOM DOM Bay Rheumatology   
Personnel area: School of Medicine