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Job Req ID:  51442

Patient Service Coordinator

General Summary/Purpose

Position will offer friendly, courteous, and confidential assistance to ensure every patient has an outstanding customer service experience during his or her visit to Wilmer Columbia. 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 questions where appropriate and determines if physician response is required
  • Registers patients for clinical appointments using electronic medical record system (epic).
  • 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 routine in-basket requests and forwards other messages to the appropriate resource.  Documents appropriately in the system.
  • Collects time of service payments, issues receipts, and prepares end of day reconciliation.
  • 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.
  • Reschedules patients when provider clinic schedule changes.
  • Maintains familiarity with various types of medical insurance in order to properly schedule patients and answer patient questions.
  • 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 office or between other offices and/or departments.
  • Verifies and enters pre-registration and insurance information into the electronic medical record system (Epic).  Obtains and/or verifies patient's demographic data by phone or in person.
  • May obtain pre-certifications as required by patients' health care insurers or managed care providers.
  •  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).
  • Operates personal computer to access e-mail, electronic calendars, and other basic office support software.
  • Provide other duties, as assigned.



Minimum Qualifications (Required)

High School Diploma/GED.

  • One (1) year work experience in customer service required.
  • Two (2) years related work experience preferred.
  • Knowledge of medical insurance coverage preferred.
  • Medical terminology, and basic computer skills preferred.



Preferred Qualifications

Two years related ophthalmology/JHH system work experience strongly preferred.

Medical terminology and knowledge of medical insurance coverage preferred.

Medical terminology, and basic computer skills preferred.

Two years college or equivalent work experience preferred.


Special Knowledge, Skills, and Abilities

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.


Client Satisfaction:

  • Assist patients, family members or other clients with concern and empathy; respect their confidentiality and privacy and communicate with them in a courteous and respectful manner.
  • Answer and refer telephone calls or other inquiries to facilitate accurate and timely communications.
  • Identify yourself in a pleasant and positive manner.
  • Take responsibility for helping patients and family members.


  • Consistently work in a positive and cooperative manner with staff and faculty.
  • Assist other employees in the performance of their assignments.
  • Seek out opportunities to help rather than waiting to be asked.
  • Consider the impact of your actions on other staff throughout the Practice.
  • Recognize the need for variations in staffing.
  • Demonstrate flexibility to perform duties wherever volume deems it necessary.

Problem Solving:

  • Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns.
  • Investigate and follow through on all orders or requests for service or information.
  • Follow proper reporting procedures for actual or potential accidents and/or incidents so follow-up and/or prevention can occur.
  • Take initiative to do or redo inadequate or incomplete work.
  • Ensure compliance with regulatory standards.


  • Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
  • Keeps up-to-date with all epic updates.
  • Minimize non-productive time and fill slow periods with activities to meet the future needs of the office (education, organizing, housekeeping, assisting others)
  • Organize job functions and work area to be able to effectively complete varied assignments within established time frames.
  • Consistently demonstrate ability to take the initiative to make decisions/choices without direct supervision.

Adherence to Office Policies:

  • Demonstrate knowledge and understanding of all policies and procedures and ability to reference them from appropriate resources.



Classified Title: Patient Service Coordinator 
Working Title: Patient Service Coordinator  ​​​​​
Role/Level/Range: ATO 40/E/02/OD 
Starting Hourly Pay Rate Range: $15.26 - $21.00 /Commensurate with Experience
Employee group: Full Time 
Schedule: Monday - Friday, 9:00a -5:30p / 40 hrs per week 
Exempt Status: Non-Exempt  
Location: 36-MD:JH Wilmer Eye at Columbia 
Department name: 60010708-Columbia Practice Oph 
Personnel area: 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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