Clinic Coordinator

The Department of Neurology is seeking a Clinic Coordinator for the Ataxia Clinic. The Clinic Coordinator position serves as the office coordinator for the entire ataxia clinic. This includes patient scheduling with movement disorder clinicians, neuro-opthalmology, PT, OT, SLP and genetic counseling. They are the single point person for the patients to call with concerns between appointments and are critical to the success of this multi-disciplinary clinic.

Specific Duties and Responsibilities

• Assesses the Ataxia Center workflow and discusses changes and improvements with the Ataxia Center director.
• Manages all aspects of the Ataxia Clinic Day, including ensuring that patients make it to their appointment, scheduling last-minute add on appointments with therapists or geneticists, coordinating patients and providers regarding location and timing of appointments.
• Creates Zoom clinic room and assigns breakout rooms for patients and providers.
• Manages the rotations and observations of all undergraduates and medical students and residents that rotate through the clinic.
• Manages all appointments for patients in Ataxia Clinic, including appointments with physicians, physical therapy, speech therapy, occupational therapy, genetic counseling, research.
• Assists the director in the management and growth of the Ataxia Center research including keeping track of all ataxia patients seen and their diagnoses.
• Ensures appropriate follow up regarding patient-care related issues in between.
• Sends out all new patient packets.
• Manages templates for all physicians and therapists.
• Manages shadowing schedules for clinic day.
• Maintains room schedules, both over Zoom and, eventually, in-person in JHOC when we return.
• Coordinates meetings and agenda topics.
• Coordinates with physicians and nurses regarding patient disability and work-related forms.
• Manages operations on clinic day to ensure that patients make all their appointment.
• Liaisons with insurance companies regarding testing.
• Sends patient records of who they were seen by on clinic day including physician, genetics, PT, OT, SLP.
• Assists with numerous outreach events. 

Day to Day functions as Center Manager. Some of these activities require weekly or bi-weekly visits to the Greenspring Station office.

• Answers and triages patient calls, faxes, mail and issues.
• Answers patient questions where appropriate and determines if physician/nurse response is required.
• Identifies possible emergency calls from internal or external physicians and notifies physician or handles emergency/urgent requests as appropriate.
• Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.
• Assists physician(s) and nurse practitioner(s) in monitoring signing of operative notes, discharge summaries and clinic notes.
• Distributes clinic and procedure notes to referring physicians.
• Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.
• Assists patients, patients’ families, referring physicians and third party insurance companies to resolve patient-related issues.

Liaison with insurance companies

• Utilize knowledge of physicians practice and requirements of third party payers to provide appropriate documentation to assure authorization /certification for medical services as required by patient’s health care insurers or managed care providers for medical equipment, therapy, prescriptions, and procedures.
• Maintains familiarity with various types of medical insurance.
• Inform patients of costs of care being provided and guide them to appropriate resources for further information, guidance, or assistance.

Clinical Responsibilities

Goal—Ensure that patients receive the best possible care for their illnesses. Monitor clinic flow, problem solving to ensure high quality services to patients and visitors. All of these activities can be performed from home.

• Scheduling (Jason Chua):
• Schedules clinical appointments for patients with physicians and resolves schedule conflicts.
• Creates new patient packets and charts for patients.
• Uses automated records systems to access, enter and edit patient information.
• Proactively seeks to schedule/reschedule patients to efficiently utilize resources.
• Confirms all patient clinic and procedure appointments by telephone and fills vacancies due to cancellations.

• Day to Day functions and liaison with insurance companies same as above.

Customer Service and teamwork responsibilities

• Goal—Personable, team player, works well with others, approachable

Interactions with patients

• Courteous and pleasant in person and on the telephone with patients.
• Utilizes proper telephone etiquette.
• Warmly greets patients and visitors.
• Verbally expresses appreciation when ending a conversation with a caller.

Interactions with other staff members

• Generous in assisting and supporting others.
• Participates in covering telephones and assisting other faculty and staff when needed.
• Works cooperatively with other staff.
• Responds to requests from coworkers or other departments in a mutually agreed upon time frame.
• Maintains professional demeanor with all coworkers.
• Values cultural diversity and other individual differences in the workforce, ensuring that the practice builds on these differences.
• Ensures employees are treated in a fair and equitable manner.

Problem Solving Skills

• Possesses the ability to independently anticipate or identify problems, develop solutions and oversee the implementation of solutions.
• Adapts to changes in technology and software to ensure efficient office practice.

Personal Attributes

• Exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
• Possesses excellent organizational skills; excellent oral, written, and interpersonal communication skills; ability to multitask.
• Is highly proactive and demonstrates the ability to work independently, maintain organization and efficiency of workflow through interactions with facilities staff on administrative activities, and demonstrate professional and administrative conduct as a model for other office team members to ensure advance toward department/unit objectives.
• Ability to work for long periods of time without directions, and to prioritize own work and work of staff as needed.
• Ability to prioritize own work and work of staff as needed.
• Seeks to satisfy dissatisfied customers.
• Is able to effectively interact with all levels of University and Hospital employees as well as outside contacts.
• Ensure divisional compliance with Hopkins’ policies related to Service Excellence, Safety Attitude Questionnaire, Employee Satisfaction, and the Joint Commission.
• Seeks out additional tasks to support clinical and management goals.

• High School Diploma or graduation equivalent
• Three years related experience. Requires an understanding of changing reimbursement policies and third-party reimbursement.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.

Classified Title: Clinic Coordinator  
Role/Level/Range: ATO 37.5/02/OE  
Starting Salary Range: $18.20 - $33.90 HRLY (Commensurate w/exp.) 
Employee group: Full Time 
Schedule: M-F 8:30 am - 5:00 pm 
FLSA Status: Non-Exempt 
Location: Hybrid/JH at Greenspring Station 
Department name: SOM Neuro Movement Disorders  
Personnel area: School of Medicine