Senior Medical Office Coordinator (Orthopaedic Surgery)

Johns Hopkins University•Washington, DC

3d•$19 - $35•Hybrid

About The Position

The Senior Medical Office Coordinator coordinates the day-to-day activities of a complex orthopaedic medical and/or surgical practice to support efficient office operations and positive patient relations. The role serves as a resource in a team environment, addresses patient, third-party, and other patient-related issues independently, and refers patients to other resources when appropriate. The coordinator adapts to technology and software changes and provides administrative support for physicians' medical matters, as well as academic and general administrative needs. The position handles patient requests and inquiries; supports scheduling, registration, care coordination, and EPIC documentation; coordinates complex visits and care across providers, departments, locations, and systems; and assists with insurance, records, prescriptions, and surgical cases. It also provides administrative support to physicians, including calendar and meeting coordination, travel arrangements, correspondence, reports, and reimbursements. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m., and is hybrid in the District of Columbia.

Requirements

High school diploma or graduation equivalent.
Three years of progressively responsible medical office experience.
Medical terminology knowledge.
Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula.

Responsibilities

Handle patient requests professionally and efficiently, gather information, resolve issues, educate patients where applicable, and document interactions in applicable systems.
Provide scheduling, registration, care coordination, and other administrative support; serve as a resource for other coordinators and staff, assist with training, and potentially act as a super user for new systems.
Help prospective patients and family members identify appropriate providers, considering specialty, appointment timing, insurance coverage, and location, and offer alternatives when appropriate.
Resolve complex patient situations, including VIP, international, and unique scheduling cases, using knowledge of healthcare resources.
Coordinate complex pre- and post-operative visits, including preliminary exams, imaging, tests, collection of results for physician review, and care across departments, locations, institutions, and systems.
Schedule new and follow-up appointments in EPIC; assist with clinic cancellations and rescheduling; collect insurance information and complete registration.
Answer complex billing questions and refer patients to the appropriate billing or financial services.
Support insurance preauthorization and single case agreement processes by submitting clinical information as instructed by the physician.
Coordinate follow-up visits, provide treatment and testing-location information, schedule lab tests and procedures, and contact patients to reschedule appointments when clinics are canceled.
Make courtesy appointment calls when requested, including explaining arrival times, location, parking, and what to bring.
Answer incoming calls, check voicemail routinely, return patient calls within 24 hours, and route patient phone messages to physicians.
Obtain outside medical records from patients or referring physicians, ensure records are received and scanned into EPIC before clinic, and provide records to physicians in advance as appropriate.
Refer patients to appropriate resources or clinical areas; send letters and post-operative information to referring physicians and appointment confirmation letters to patients when needed.
Process physician-completed patient forms, including disability, family medical leave, workers' compensation, medical assistance, and motor vehicle accident forms; scan completed forms into EPIC and send originals to patients.
Review clinic schedules and make adjustments as appropriate.
Document inbound and outbound patient messages, print and send letters, pend prescription refills and orders, and check and respond to EPIC in-basket messages as directed by department policy.
Reinforce appointment information, provide current insurance information from the Johns Hopkins Managed Care website, coordinate consultations and diagnostics, facilitate lab and procedure scheduling, and make three-way calls to hand off patients to the call center.
Gather information for prescription refill requests, route requests to physicians, and assist with insurance authorizations for non-formulary medications.
Work with the surgical scheduling coordinator to post operating room cases; verify signed posting sheets and their scanning into EPIC; send surgical packets with pre-operative instructions; and ensure required documents are received and scanned before surgery.
Prepare to support clinic activities from home during a Johns Hopkins closure when applicable, including maintaining virtual desktop access, reference lists, and contact numbers.
Provide general administrative support to physicians, including answering office phones, scheduling meetings, maintaining calendars and filing systems, arranging travel, and copying or scanning documents.
Assist with correspondence, reports, posters, and related documents; compile information for reports, grant applications, and manuscripts; coordinate meetings; and process reimbursements according to department protocol.