Medical Office Coordinator/MA

The Department of Neurosurgery is seeking a Medical Office Coordinator/MA. This person will coordinate the day-to-day activities of a multi-faceted medical/research and academic practice to ensure a smoothly functioning office and exemplary patient relations. Serves as Medical Office Coordinator/Certified Medical Assistant for the Johns Hopkins Neurosurgery Clinic. Resolve patient problems third-party issues (including insurance and partner clinics) and refer patients to appropriate resources.

Offers friendly, courteous, and confidential assistance to patients to ensure that the patient has a positive experience while visiting the Johns Hopkins Clinic. Maintains accurate and detailed information on each patient to facilitate a successful patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, and check-in. Works with others in a team environment exhibiting professionalism and exemplary customer service skills.

Specific Duties & Responsibilities

• Collects patient information and assessment data. Obtains and records patient’s vital signs: temperature, pulse, respirations, blood pressure, O2 Saturation, peak flows, weight and height. Reports assessment findings to practitioner, and records on appropriate documentation forms in a timely manner.
• Confirms 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).
• Appropriately obtains and manages specimens, including: labeling, form completion, transport to laboratories, and log maintenance. Performs quality control for waived testing.
• Recognizes emergency situations, implements emergency procedures according to clinic guidelines, administers first aid including CPR and maintains emergency equipment and supplies.
• Provides appropriate patient education, health information materials and community resource lists as directed.
• Schedules patients for new and returns appointments, medical examinations, procedures and consultations.
• Provides high level of coordination and communication for international and domestic patients, including scheduling multiple visits within a short time frame.
• Creates processes and systems to ensure high level of service to patients. Proactively seeks to schedule/reschedule patients to efficiently utilize resources (e.g., backfill to cover cancellations or add urgent appointments, etc.).
• Provides 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. Resolves and/or elevates any patient problems if proactive and timely manner.
• Verifies and enters pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas. Resolves third party issues.
• Demonstrates understanding and sensitivity to diversity. Considers cultural and linguistic differences that may impact patient experience and makes appropriate accommodations/recommendations to ensure patient expectations are exceeded.
• Prints and mails directions, maps, fee schedules, doctor’s notes, test results, and other Clinic specific information to patients. Sends medical questionnaire forms to patients to obtain missing information.
• Works in coordination with the clinic staff to ensure accuracy, proper organization and advanced preparation of clinic visits.
• Relays information to patients regarding preparation for laboratory tests and examinations.
• 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.
• Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.
• Assists patients or family members with the completion of medical insurance forms.
• Informs patients of costs of care being provided and guides them to appropriate resources for further information or assistance.
• Sends correspondence to referring physicians when patients cancel or now shows, also sends thank you letters for patient referrals.
• Answers phones and provides routine information to callers. Maintains e-mail group for the clinic and distributes correspondence to the appropriate staff member of physician within the clinic.
• This role also requires cross training on Surgical Coordinator duties and to assist when an emergency or coverage needed arises.
• Other duties assigned by the Manager.

The Medical Assistant (MA) has duties and responsibilities related to patient care in the ambulatory clinic environment.

• The individual displays responsible behaviors, communicates effectively to others and functions as a member of the healthcare team.
• The MA functions under the direct supervision and authority of the physician when performing clinical tasks during patient care.
• The MA reports to the clinic manager, who is responsible for administrative supervision, staff development, and orientation of the MA to the area’s policies and procedures.
• The MA must demonstrate competency in all skills related to the performance of patient care.
• The 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.

• High School Diploma or Graduation Equivalent.
  

• Two years administrative experience.
  

• Additional education may substitute for experience to the extent permitted by the JHU equivalency formula.
  

• Certification/Registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP) required. If not currently certified/registered, must become certified/ registered within 180 days (6 months) of date of hire. Exam fees will be paid by the department. If a retest is required, associated fees are paid by the employee.
  

• Current CPR certification by the American Heart Association or the American Red Cross required.
  

• Must maintain MA and CPR certification/registration during duration of employment in this position.

• Medical terminology preferred.
• Experience in the Johns Hopkins system strongly preferred.
  

Classified Title: Medical Office Coordinator/Medical Assis 
Job Posting Title (Working Title): Medical Office Coordinator/MA   
Role/Level/Range: ATO 40/E/02/OD  
Starting Salary Range: $16.20 - $28.80 HRLY (Commensurate with experience) 
Employee group: Full Time 
Schedule: M-F 8:30am-5pm 
Exempt Status: Non-Exempt 
Location: JH at Bethesda 
Department name: SOM Neuro Sur Spine  
Personnel area: School of Medicine