Patient Service Coordinator/MA

The Department of Neurology is seeking a Patient Service Coordinator/Medical Assistant to work as a team member at the Falls Concourse at Johns Hopkins Green Spring Station campus. This a unique role with administrative and clinical functions with opportunities to work in different environments, which includes our Howard County site from time to time. We are looking for an exceptional team member! We have great group of doctors, nurses, patients, and staff. 

Specific Duties & Responsibilities

Patient Service Coordinator position responsibilities 50%

• Offer friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at Johns Hopkins Department of Neurosciences at Green Spring Station.
• 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 clinic appointments, relaying any necessary information to the patient regarding the appt.
• Coordinate visits either within the department or between several departments.
• Confirm appointments, manage cancellations, reschedules, and new appointments.
• Telephone interview patients and/or family members to obtain accurate pre-registration information pertinent to the visit.
• Communicate directions, appointment information, in a helpful, courteous demeanor.
• Send medical questionnaire forms to patients to obtain missing information as needed.
• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Fill vacancies due to cancellations.
• Register patients for clinical appointments using the computerized database.
• Inform patients of the costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance as needed.
• Arrange or assist in arranging patient transportation if needed.
• Answer phones, respond to messages, and provide routine information to callers.
• If a patient must be admitted to the hospital, provide necessary documents to the receiving facility as needed.
• Collect time of service payments, issue receipt.
• Discuss patient charges, if appropriate, with patients and/or patients' families.
• Assist with basic insurance and third-party queries and explain payment policies as applicable.
• Provide accurate and timely messages to MDs, fulfill HIPAA compliant incoming and outgoing medical records requests, manage incoming and outgoing faxes, in-basket messages

Medical Assistant Responsibilities 50%

• The Medical Assistant (MA) has duties and responsibilities related to patient care in the ambulatory clinic environment.
• The individual displays responsible behaviors, excellent customer service, communicates effectively with 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 Nurse 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.
• The 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.

Clinical

• Participates in the care of the patient, under the direct supervision of the Physician/Nurse Manager and in collaboration with the healthcare team.
• Collects patient information and assessment data. Obtains and records patients' vital signs: temperature, pulse, respiration, blood pressure, weight and height. Reports assessment findings to practitioner and records on appropriate documentation forms promptly. 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 to the provider.
• 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.
• Under clinical supervision, performs delegated procedures common to the specialty area in a safe, effective, and efficient manner.
• Assists practitioner in identified patient procedures/treatments/examinations, (preparation, positioning, supplies, equipment). Proactively solve and identifies solutions to barriers to safety.
• Appropriately obtains and manages specimens, including labeling, form completion, transport to laboratories, and log maintenance. Performs quality control for waived testing. Acts as a trainer for new employees and coordinates activities related to proficiency for these employees.
• 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. Identifies patients need for additional information and refers to appropriate healthcare resources.
• Take pre-visit vitals, including but not limited to, weight, blood pressure, temperature
• Obtain lab results, and under MD guidance, does routine patient notification of results if needed.

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.
• Directs patients with medical complaints who call or arrive to the clinic to the patient's physician and/or emergency room for assistance.
• 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 manager. Removes and replaces supplies prior to expiration.
• 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, printing EPR notes

Responsibility in Medical Assistant Role

• Identifies self-learning needs related to job description and seeks out appropriate resources to meet learning needs.
• Participates in staff meetings by providing constructive input and facilitating problem-solving.
• Identifies opportunities for performance improvement and provides input for the development of solutions.
• Identifies and uses a variety of resources to validate patient care decisions.

Age Specific Care

• Demonstrates the knowledge and skill necessary to provide care or service based on physical, psychosocial, educational, safety, and related criteria appropriate to the age of the patients served in the assigned service area. The required skills and knowledge may be gained through education, training or experience.

Additional Knowledge, Skills and Abilities

• Successful interpersonal and communication skills with patients, families, physicians, and other health care team members in order to foster optimal quality of outpatient care.
  

• Strong organizational skills and the ability to multi-task a must. Intermediate typing and computer skills necessary.
  

• Exceptional customer service skills.

• High School Diploma or equivalent.
• Certification/registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP). If not currently certified/registered, must become certified/registered within 180 days (6 months) of date of hire.

• One year of work experience in customer service.
  
• Certification in appropriate skill groups must be obtained during the introductory period.
• Current CPR certification by the American Heart Association or the American Red Cross required.
  

• Must maintain MA and CPR certification/registration during employment.
  

• Knowledge of medical insurance coverage.
  
• Medical terminology.
• Working knowledge of Windows, Microsoft Office and Internet.
• Two years in a similar service-oriented industry.
• Experience in the Johns Hopkins system.

Classified Title: Patient Service Coordinator/Medical Assi 
Job Posting Title (Working Title): Patient Service 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 8:30 am - 5:00 pm; hours flexible based off clinical needs 
Exempt Status: Non-Exempt 
Location: JH at Greenspring Station 
Department name: SOM Neuro Amb and Ancillary Services  
Personnel area: School of Medicine