Act as a Medical Office Coordinator/Patient Service Coordinator for Ocular
Surface Diseases Clinic (60%)
Act as Ocular Surface Diseases Clinic Administrator (20%)
With a high level of independence, act as Administrative Assistant to the Physician. (20%)
Reports to Cornea Division Manager and Ocular Surface Research Manager.
Provides direct support to clinical staff on operational and administrative tasks.
Responsible for providing complex administrative support, event production, and schedule management duties in support of the Ocular Surface Diseases Clinic.
Coordinates daily activities in complex medical practice to ensure a smoothly functioning office and good patient relations.
Will work with research manager and clinical manager, maintains faculty members' academic and administrative calendar(s) and provides academic, clinical and administrative support to the faculty member(s).
Will function in a team-oriented environment with the ability to cross cover as needed/appropriate in other roles/functions within the office, while still working independently with professionalism and efficiency.
Must be highly proactive and demonstrate the ability to plan ahead, manage multiple projects simultaneously, and work independently.
Must be able to prioritize effectively, take an energetic approach to work assignments and take initiative in anticipating the needs of the Ocular Surface Diseases Clinical team, while being committed to responsiveness, customer service, excellence and teamwork.
60% Clinical Aspect of the Position
Acts as a Medical Office Coordinator/Patient Service Coordinator in the capacity of scheduling and canceling clinical and dry eye procedure patient appointments as needed, answering phone and in basket messages, and entering EPIC documentation.
Works with payors to learn requirements and obtain necessary authorizations for clinical procedures, services, medication, and supplies.
Reviews schedules in advance to verify that necessary prior-authorizations by payors have been obtained for scheduled procedures and services.
Obtains pre-certification/authorization and/or referrals as required by payors for clinical procedures, services, medication, and supplies.
Obtains prior authorization for in-office procedures and generates medical necessity letters based on template provided and information pulled from patient charts.
May be asked to assist with non-formulary PA requests using covermymeds site.
Educates patients authoritatively about their coverage and payment responsibilities as it relates to dry eye procedures.
Ensures patients understand and sign necessary documentation related to insurance coverage (e.g. Advance Beneficiary Notice form, Exclusion of Benefits form, etc.) for procedures.
Collects payment from patients prior to services as needed for procedures.
Follows protocol for time of service collections.
Schedules new and follow up appointments for patients as needed.
Other activities processed in EPIC including template changes, ability to hold/release dates, ability to read patient chart for basic information, ability to pend and route messages/RX requests, document as necessary for procedural treatments in compliance with billing department standards.
Prints and sends patient letters as necessary, including using templates to produce medical necessity letters, excuses from school or work, embassy and international requests, etc.
Coordinates with patient and/or referring physician to obtain outside medical records.
Ensure that all relevant outside medical records are received and scanned into Epic in advance of clinical visit.
Ensure that physician gets medical records in advance per protocol as appropriate.
Sends out confirmation letters as needed to patients when appointment is scheduled in less than 2 week timeframe.
Schedules interpreters as needed through Language Access Services.
Receives and scans from physician completed and signed forms requested by the patient such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. Completed forms are scanned into EPIC, with original sent to the patients for their records.
May be asked to act as a liaison for patients, coordinating future consultations, diagnostic tests, or procedures.
Able to answer more complex questions with accuracy and provide up to date insurance information found on Johns Hopkins Managed Care website.
If applicable, prepares to support clinic activities from home in case of JHU closure (Program Coordinator will install virtual desktop and keep electronic reference lists as needed, and will keep updated contact list for physicians, supervisors, and clinic manager).
Orders and obtains special medical supplies on as needed basis (i.e. culture plates, Prokera) and obtains prior-authorizations if needed.
Acts as point person for questions from interdisciplinary divisions such as the Call Center and Centralized Surgical Scheduling, is able to direct to appropriate entities.
Resolves patient questions promptly. Involves other divisions as needed (e.g. Billing).
Retrieves and responds to incoming faxes.
Monitors In-Basket messages daily.
Resolves if possible. Routes and/or reminds clinical staff as needed.
Participates in tasks needed to ensure compliance with regulatory requirements.
Monitors flow of office for improvement opportunities.
20% Administrative Support to Dr Akpek
Coordinates and manages the e-calendars with proxy for faculty member.
Maintains schedule using computer software; which includes scheduling meetings, depositions, court appearances, speaking engagements and attendance at local, national, and international meetings.
Manages appointments around OR schedule, manages and facilitates clinical procedures and clinical schedule and templates.
Manages the physcian's personal schedule as it pertains to clinical impact.
Must be able to effectively manage all the above calendars in an accurate and duplicable manner without excessive/unnecessary overbooks or absences of pertinent events.
Is able to identify need for urgent appointments and/or overbooks.
Answers office phone, schedules meetings/maintains calendar for physician, makes travel arrangements, maintains filing system (copy or scan as indicated).
Prepares travel and accommodation arrangements.
Coordinates travel plans and itineraries in a manner that promotes the best use of time and efficiency and minimizes potential travel issues.
Coordinates faculty travel arrangements for conferences and meetings, ensuring registration for medical conferences and continuing education, including processing forms for necessary tuition remission.
Prepares, edits, and updates detailed conference and travel itinerary.
Tracks and ensures timely processing of travel and expense reimbursement.
Maintains the executive and office travel and expense logs.
Pays invoices and reimbursements and tracks payments.
Coordinates reimbursement from university funds for eligible business related expenses.
May coordinate large meetings and/or seminars (e.g., arrange logistics for speakers, meeting space, refreshments, and invitations).
Is able to schedule teleconferences, meetings, WebEx etc. with accurate, detailed information including contact information, address, and topic.
Assists with conferences and workshops including annual dry eye CME meeting; particularly fundraising, interacting with the JHU CME office, budget with reconciliation, dinner, travel, etc.
Manages the transcription process, transcribes when necessary, composes and distributes correspondence and email.
Manages, organizes, and maintains confidential files.
Supports fundraising activities with donors and VIPs. Works with the Wilmer Development Office and Research Manager to assist in the preparation of materials, background information, and follow up contacts and correspondence.
Manages media queries, and coordinates media interaction with the Director of Public Affairs.
Assist with preparation of correspondence, reports, posters, and related documents.
Manages Continuing Medical Education activities and events.
Assist with event set-up and management including registrations, advertisement, continuing education credits and, applications.
Tracks enrollments and implement plans to address any deficiencies.
Responsible for organizing committees including scheduling, invitations, reminders, meeting logistics (including A/V, catering, locations, conference call lines, etc.).
Maintains attendance lists, committee rosters, and contact sheets.
Prepares and distributes materials for meetings as needed.
Records and tracks agenda items for one-on-one meetings.
Prepares meeting agendas accordingly.
Manages the calendar of project and program meetings, appointments, other project related activities and special events.
Organizes high-level meetings with constituencies as required.
Anticipates future schedule conflicts and takes initiative to resolve them in a timely manner.
Represents the team in professional settings as needed.
Prepares the physician daily for a wide range of meetings and presentations; works with other staff and offices to ensure that materials for meetings and special events are developed and prepared appropriately and on time.
Attention to detail in this task is critical.
Updates the physician's CV as necessary.
20% Administrative Support to Ocular Surface Diseases Clinic Faculty and Staff
Provides administrative support to Dry Eye clinical staff, researchers, and junior faculty, as it relates to the clinic, research, and procedures.
Schedules procedure equipment use by other providers.
Updates and cross-references multiple calendars with matching information. Understands impact and complexity of a high volume of appointments for all dry eye clinical procedures.
Provides support to junior faculty and clinical/research staff on administrative requests such as calendar scheduling, reimbursement processing, and travel arrangements as it relates to the dry eye/procedural clinic
Manages the procedure clinic calendar, and schedules program meetings, appointments, project related activities, and special events.
Organizes high-level meetings with constituencies as required.
Anticipates future schedule conflicts and takes initiative to resolve them in a timely manner.
Schedule maintenance for dry eye procedure equipment.
Use SAP to order supplies for clinic and laboratory.
Uses EPIC to initiate template changes, hold/release dates, read patient chart for basic information, pend and route messages/RX requests.
Schedules meetings and assists in Dry eye Continuing Medical Education needs.
Coordinates meetings and seminars.
Arranges logistics for speakers, meeting space, refreshments, and invitations.
Maintains effective and proactive communication with staff, clinicians, faculty members, administrators, and researchers as necessary.
One (1) year work experience in a similar service-oriented industry required.
AA degree or higher preferred.
Two (2) years medical office experience preferred.
Person(s) with knowledge of dry eye and related procedures/insurance highly considered.
Familiarity or experience with JHU is an asset.
Knowledge of medical insurance coverage preferred.
Medical terminology, and basic computer skills preferred.
Special knowledge, skills, and abilities:
Excellent organizational and verbal/written communication skills.
Professional maturity, appearance, and demeanor required.
Ability to work independently and handle multiple tasks simultaneously.
Ability to manage one's time efficiently and effectively.
Ability to establish priorities.
Be a team player.
Advanced computer skills including PowerPoint, Excel, Word, etc.
Knowledge of medical terminology.
Use of EPIC and SAP systems.
Knowledge of medical insurance requirements.
Must be able to interact with staff, patients and physicians.
Scope of Responsibility:
Knows the formal and informal departmental goals, standards, policies and procedures that may include some familiarity of other departments within the school/division.
Is sensitive to the interrelationship of both people and functions within the department.
Functions as a member of a team working to promote a problem-solving atmosphere and cohesive, effective, teamwork between all levels of personnel.
Treats patients, family members, physicians, and guests with courtesy and respect.
Represents Johns Hopkins in a professional and positive manner.
Complies with standards of behavior in compliance with JHU policy. Complies with JHU dress code to ensure a professional appearance.
A high degree of professionalism in written and verbal communication and excellent customer service are required.
Ability to take initiative, exercise judgement, multi-task, solve problems, and work both collaboratively and independently are essential.
Will involve a variety of duties requiring initiative, high attention to detail including proofreading, maintenance of financial transactions and reconciliation of expenses.
Consistently works in a positive and cooperative manner with fellow staff.
Assists other employees in the performance of their assignments as directed by the Manager.
Seeks out opportunities to help rather than waiting to be asked.
Considers the impact of personal actions on other staff throughout the organization. Demonstrates flexibility to perform duties wherever volume deems it necessary within the system.
Demonstrates sound judgment by taking appropriate actions regarding questionable findings or concerns. Investigates and follows through on orders or requests for service or information.
Consistently evaluates self- work and determines if further steps are needed to meet job expectations.
Takes initiative to do or redo inadequate or incomplete work of self or others.
Ensures compliance with regulatory standards.
On a regular and continuous basis, exercises independent judgement and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
Ability to prioritize multiple events, meetings, and appointments on both academic and clinical calendar based on urgency, cost, profit, timeframe, and other importance.
Highly effective verbal and written communication skills are required as is attention to detail and the ability to complete multiple tasks on a timely basis.
Home internet and willingness to check and answer emails on evenings and weekend is essential.
Independently applies functional or technical knowledge and has the capability and knowledge base to share technical skills with others.
Presents oneself in a manner consistent with standards for professional and ethical conduct to maintain image and credibility.
Concentrates efforts on the most important priorities while effectively balancing the immediate with longer-term tasks.
Consistently demonstrates ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
Minimizes non-productive time and fill slow periods with activities that will help prepare to meet the future needs of the Practice (education, organizing, assisting others).
Organizes job functions and work area to be able to effectively complete varied assignments within established time frames.
Consistently demonstrates ability to take the initiative to make decisions/choices without direct supervision.
Exchanges non-routine information using tact and persuasion as appropriate requiring good oral and written communication skills
Ability to clearly and concisely input data.
Adherence to Office Policies:
Demonstrates knowledge and understanding of all policies and procedures and ability to reference them from appropriate books and manuals.
Ensures that the practice is operated in an efficient and cost effective manner by adhering to office attendance policies as documented in the Employee Manual.
Ability to sit/stand/walk for an extended period of time.
Finger dexterity required to manipulate objects with fingers rather than whole hands (such as using a keyboard).
Ability to see within normal parameters.
Possible exposure to communicable diseases.
Ability to hear within normal range.
Classified Title: Patient Service Coordinator Working Title: Patient Service Coordinator Role/Level/Range: ATO 40/E/02/OD Starting Salary Range: $15.11 - $20.79 (commensurate with experience) Employee group: Full Time Schedule: Mon-Fri 8:30-5 Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus Department name: 10002992-SOM Oph Anterior Segment Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
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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.
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