Patient Service Coordinator/MA

The Department of Medicine, Division of Gastroenterology and Hepatology at Sibley Memorial Hospital is seeking a Patient Service Coordinator/MA with duties and responsibilities related to patient care in the ambulatory clinic environment.

Specific Duties & Responsibilities

Patient Service Coordinator Responsibilities - 50%

• Offer friendly, courteous, and confidential assistance to every patient to ensure a positive experience.
• 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 effectively in a team environment.
• Schedule patients for laboratory tests, medical examinations, and consultations.
• Relay information to patients regarding preparation for laboratory tests and examinations. Coordinate visits within the department or between several departments.
• Telephone and interview patients and/or family members to obtain accurate pre-registration information and confirm appointments.
• Print and mail directions, maps, fee schedules, and department-specific information to patients. Send medical questionnaire forms to patients to obtain missing information.
• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Obtain and/or verify patients' demographic data by phone or in person.
• Confirm appointments by telephone and/or mail.
• Fill vacancies due to cancellations.
• Obtain pre-certifications as required by patients' healthcare insurers or managed care providers.
• Register patients for clinical appointments using a computerized database.
• Inform patients of costs of care being provided and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in securing transportation for patients.
• Answer phones and provide routine information to callers.
• If a patient has to be admitted to the hospital, handle the administrative tasks of admission so the patient can go directly to the floor.
• Review patient charges and extract chargeable items.
• Collect time-of-service payments, issue receipts, and prepare cash settlement records.
• Input diagnostic and procedure codes to TAP system for computer billing.
• Discuss patient charges with patients and/or patients' families when appropriate.
• Work with available support to evaluate eligibility for alternative sources of financing such as Medicaid, Patient Care Funds, loans, or other payment sources.
• Refer patients to appropriate offices and ensure applications for funds are made.
• Prepare patients' statements of charges and review them with patients.
• Assist with basic insurance and third-party queries and explain payment policies.
• Mail lab and patient result letters, file, create and maintain paper and electronic patient charts, provide accurate and timely messages to MDs, fulfill HIPAA-compliant medical records requests, manage incoming and outgoing faxes, and provide accurate appointment entry/check-in/check-out.

Medical Assistant Responsibilities - 50% 

• Collect patient information and assessment data.
• Obtain and record patient’s vital signs: temperature, pulse, respirations, blood pressure, weight, and height.
• Report assessment findings to the practitioner and record them on appropriate documentation forms in a timely manner.
• Obtain additional data from patients and significant others based on initial data collection.
• Perform chart reviews prior to clinic visits to obtain historical data.
• Monitor patient status, recognizing and reporting abnormal findings or changes in condition.
• Organize patient care activities based on assessment findings.
• Confirm and clarify written orders prior to the implementation of delegated tasks.
• Maintain and use principles of aseptic techniques and infection control when performing clinical duties and tasks.
• Under clinical supervision, perform delegated procedures common to the specialty area in a safe, effective, and efficient manner according to Clinical Practice Policy and Procedures.
• Assist practitioners in identified patient procedures/treatments/examinations (preparation, positioning, supplies, equipment).
• Proactively problem-solve and identify solutions to barriers to safety.
• Appropriately obtain and manage specimens, including labeling, form completion, transport to laboratories, and log maintenance.
• Perform quality control for waived testing.
• Act as a “trainer” for new employee and extern orientation and coordinate activities related to proficiency for these employees.
• Recognize emergency situations and implement emergency procedures according to clinic guidelines.
• Administer first aid, CPR, and maintain emergency equipment and supplies.
• Provide appropriate patient education, health information materials, and community resource lists as directed, and maintain educational supplies.
• Identify patients’ need for additional information and refer them to appropriate healthcare resources.
• Perform injections, including but not limited to flu, Hepatitis A, B, and C.
• Take pre-visit vitals, including weight, blood pressure, and temperature.
• Obtain lab results and, under MD guidance, perform routine patient notification of results.

Unit Operations

• Assist patients to exam rooms and prepare patients for examination.
• Assist patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables, and scales using proper body mechanics and safety measures.
• Identify patients with special needs.
• Direct patients with medical complaints who call or arrive at the clinic to the patient’s physician and/or emergency room for assistance.
• Order, stock, and maintain exam rooms and clinic areas with standard levels of supplies, medications, linens, nourishments, forms, and equipment.
• Recognize patient care trends affecting unit supplies and notify the clinic manager.
• Operate clinical equipment according to equipment procedures, including safety and quality control checks.
• Check clinic areas and rooms for malfunctioning equipment and general maintenance problems on a regular basis. Report findings to the appropriate person or arrange for repairs as required.
• Ensure that soiled linen, needle containers, and potentially infectious waste are appropriately disposed of and removed from the clinic and exam area according to infection control guidelines.
• Perform related and delegated tasks, including requests for prescription refills, taking and relaying messages, directing patient flow, and running errands.
• Work with the healthcare team to ensure smooth and efficient patient flow and clinical operation.
• Problem-solve obstacles to throughput processes and notify the manager and patients of wait times.
• Assist with front desk duties, including but not limited to: Filing, Scanning, Purging records, Clearing the fax machine and distributing documents appropriately, and/or Printing EPR notes.

Additional Responsibilities

• Identify self-learning needs related to job description and seek appropriate resources to meet learning needs.
• Participate in staff meetings by providing constructive input and facilitating problem-solving.
  
• Identify opportunities for performance improvement and provide input for the development of solutions.
• Identify and use a variety of resources to validate patient care decisions.
• Demonstrate 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 including Neonate Adults: 18–64 years of age; Pediatrics/Adolescents: Under 18 years of age; Geriatrics: 65 years and older.

• 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.

• Current CPR certification by the American Heart Association or the American Red Cross.
• Must maintain MA and CPR certification/registration during employment.
• One year of work experience in customer service.
• Additional education may be substituted for required experience, to the extent permitted by the JHU equivalency formula.

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 ($50,000 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: M-F 7:30a - 4p 
Exempt Status: Non-Exempt 
Location: District of Columbia 
Department name: ​​​​​​​SOM DOM Gastroenterology 
Personnel area: School of Medicine