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Medical Office Coordinator

Johns Hopkins University
United States, Maryland, Baltimore
3400 North Charles Street (Show on map)
September 20, 2022

Medical Office Coordinator
The Department of Art as Applied to Medicine's Anaplastology Clinic is seeking a Medical Office Coordinator who serves patients needing facial, ocular, and somatic (non-weight bearing body) Prostheses. Our clinic collaborates with the departments of Otolaryngology, (including the Division of Dentistry), Plastic and Reconstructive Surgery, and Ophthalmology to provide Patient Care. The Medical Office Coordinator will provide administrative support to Clinicians and patients to ensure smoothly functioning office operations and good patient relations. The Coordinator will interact with patients, patients' families, referring Physicians, and third-party carriers to address patient-related issues. The MOC will collaborate with additional clinic team members, including members of the Surgical and Dental teams and their support staff, billing staff and Anaplastology Clinicians in a range of administrative duties.

Specific Duties & Responsibilities:
  • Working from the Johns Hopkins East Baltimore campus and remotely from home, the Medical Office Coordinator will offer friendly, courteous assistance to every patient to ensure the patient has a positive, professional experience.
  • Medical Administrative Support.
  • Professionally and efficiently handle incoming inquiries and requests from patients, ensuring that issues are resolved both promptly and thoroughly.
  • Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts and document interactions in applicable systems.
  • Provide quality service and support in a variety of areas which may include, but not limited to scheduling, registration, care coordination and billing collection efforts.

Patient Scheduling:
  • Answer FAQs during patient inquiry calls including: general information about Anaplastology services, types of prosthetic devices made, materials used, number of appointments required, fees, and insurance coverage requirements.
  • Use EPIC and Outlook calendars to schedule new consults, follow-up clinic appointments, delivery of final prosthesis. Reschedule cancelled appointments.
  • Confirm appointments and answer questions about location, parking, what to bring, etc. Provide Anaplastology clinic-specific information to patients.
  • Complete registration in EPIC for all scheduled patients. Contact patients and/or family members to obtain accurate pre-registration information, including insurance information.
  • Maintain familiarity with types of medical insurance accepted in the clinic, noting participating and non-participating plan status.
  • Assist patients with insurance and third-party queries and explain payment policies.
  • Verify patients' coverage, deductibles, co-pay, and co-insurance requirements before scheduling clinic appointments.
  • Maintain Clinic Patient Waiting List documenting all patient inquiries, review weekly with clinicians.
  • Collaborate with the Office of Managed Care to ensure pre-authorizations and negotiated Single Case Agreement (SCA) contracts are in place with non-participating insurance plans prior to scheduling appointments after the initial consult.
  • Use Clinic Patient Waiting List to track CMN status, pre-authorizations, Single Case Agreements (SCA) or Advanced Beneficiary Notices (ABN). Obtain extensions of expired documents before scheduling delivery of prostheses.
  • Upon delivery, coordinate patient follow-up visits.
  • Coordinate scheduling related procedures (e.g. consults for Implant placement, CT scans) with other service areas or referring Physicians.
  • Monitor EPIC clinic schedules, and request clinician scheduling template adjustments, as needed.
  • All information entered into EPIC will be subject to evaluation, quality controls and performance management standards.

Provide administrative support for insurance billing on behalf of Clinicians and Patients:
  • After initial consult, and for all accepted patients, obtain Ambulatory Order Form via EPIC (for in-house staff) or a completed Certificate of Medical Necessity (CMN) Form (if referring Physician is out of the Hopkins referral network).
  • After initial consult, and for all patients with out-of-network plans, obtain insurance pre-certification/authorization by submitting a (CMN) and other necessary clinical information, as instructed by the Clinician and insurance plan.
  • Request insurance Out of-Network (Gap) Exemptions, and Single Case Agreements (SCA) as needed.
  • Respond to Clinician EPIC-generated messages and check-out instructions.
  • If instructed, collect and email clinical notes and any additional documentation to insurance payors, referring and other Physicians on EPIC cc list.
  • Coordinate with patients and/or referring Physicians to obtain outside medical records (including imaging studies). Ensure documents are scanned into EPIC in advance of clinic appointments.
  • Maintain records of incoming faxed and mailed clinical documents. Scan all patient and billing-related documents into EPIC, then dispose of paper documents.
  • Upon first clinical appointment, and before delivery, collect patient deductibles, co-pay, co-insurance, and self-pay amounts.
  • Provide post-delivery information to patients and referring Physicians, if needed.
  • Assist billing team with collections of outstanding balances from insurance and patients.
  • Participate in monthly meetings to review collection activities.
  • Answer patient questions about billing. Guide patients and their families to appropriate resources (e.g., Financial Counseling or International Department) for information, guidance, or assistance regarding costs of and funding for care being provided.
  • Direct patients to appropriate resources/clinical areas, as needed.
  • Obtain from Clinician completed and signed forms requested by patients (e.g. Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc.) Respond to patient requests for letters for out-of-work and other purposes. All completed documents should be scanned into EPIC before providing or sending original to patients.

Provide General Administrative Support:
  • Answer calls to clinic phone line from patients/family members, Physicians and insurance payers. Provide information, as needed.
  • Check clinic voice mail and return all calls within 24 hours.
  • Send clinically relevant patient messages to Clinicians via email.
  • Check EPIC In-basket messages daily and respond, per department policy.
  • Schedule meetings/maintain calendars for Clinicians.
  • Provide general administrative support to Clinicians.
  • Order and maintain office, clinic, and laboratory supplies, as needed.
  • Assist with preparation of correspondence, reports, posters, and related documents.
  • Order, stock and maintain office and patient supplies.

Minimum Qualifications (Mandatory):
  • High School Diploma or GED required.
  • Two years secretarial experience required.
  • Additional education may be substituted for one year of related experience.

*Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Preferred Qualifications:
  • Minimum of one-year Medical Office and/or Surgery scheduling experience preferred.
  • 2-year College Degree or higher preferred.
  • Knowledge of Medical Insurance Coverage preferred.
  • Two years related JHH EPIC Medical Record System work experience preferred.
  • Proficiency in Medical and Anatomical terminology, including head and neck, dental, and limb regions.

Special Knowledge, Skills, & Abilities:
  • Ability to multitask and work in a high-volume setting.
  • Excellent analytical and communication skills, coupled with patience and fortitude.
  • Excellent command of English grammar and spelling.
  • Complete mandatory on-going training necessary to schedule new and follow-up appointments, as appropriate.
  • Familiarity with Microsoft Office applications, especially Outlook, Word, Excel, and Teams.
  • Knowledge of formal and informal institutional goals, standards, policies & procedures, which may include some familiarity of other departments within the school/division.
  • Knowledge of business, Medical Insurance, Dental and/or Medical Terminology.

Technical Qualifications or Specialized Certifications:
  • Certification or competency in appropriate skill groups (e.g. EPIC) must be obtained during introductory period.

Classified Title: Medical Office Coordinator
Role/Level/Range: ATO 40/E/02/OD
Starting Salary Range: Commensurate with experience
Employee group: Full Time
Schedule: M-F, 8:30am-5pm (40 hrs)
Exempt Status: Non-Exempt
Location: Hybrid/School of Medicine
Department name: SOM Art Facial Prosthetics Clinic
Personnel area: School of Medicine

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

The successful candidate(s) for this position will be subject to a pre-employment background check.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
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Accommodation Information

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 Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

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.

Note: Job Postings are updated daily and remain online until filled.

To apply, visit https://jobs.jhu.edu/job/Baltimore-Medical-Office-Coordinator-MD-21287/924127000/

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