Coordinate and monitor clinical and administrative workflows as they relate to the clinic environment. Together with the Assistant Administrator and/or Practice Manager, assists with establishing policies and procedures, and provides recommendations for improvement in clinical workflow to ensure a smoothly functioning environment. Leads clinical staff to ensure the delivery of high-quality services to patients and visitors thus creating a positive patient experience. Use problem solving skills to troubleshoot and resolve problems as they arise. In collaboration with internal revenue cycle team, ensures patient visits and procedures are pre-authorized by third party payers, managed care organizations, and HMO’s. Interact with patients, patients’ families, referring physicians and third-party carriers with regard to patient-related issues. Provide quality service and support in a variety of areas which may include, but not limited to scheduling, registration and care coordination. Provide administrative support for medical matters on behalf of physicians. Work with others in a team environment.
Specific Duties & Responsibilities:
Assesses clinical workflows, identify areas of opportunity and review recommendations and implementation processes with clinic leadership.
Assists Assistant Administrator and/or Practice Manager with establishing policies and procedures.
Manages templates for all physicians.
Manages operations on clinic day to ensure physicians and patients have a positive experience.
Proactively anticipates physician/patient needs.
Resolves scheduling conflicts and maintains clinic patient flow.
Researches issues relating to billing or charge capture, discusses issues with appropriate staff and/or physicians, and takes necessary measures to resolve issues.
Resolves patient problems or refers patients to appropriate resources.
Intervenes, as necessary, on issues relating to patient complaints, health care providers' concerns, and operational issues, and takes measures to correct situation or ensures appropriate personnel are involved.
Prepares and maintains clinic statistics and reports using database or spreadsheet software
Develops reports to track referral patterns, data regarding physician availability, appointment waiting periods, and missed appointments.
Monitors clinic compliance with quality assurance guidelines and develops implementation plans.
Monitors Epic registrations to maintain compliance with performance management standards.
Ensures that clinical equipment is maintained in adequate working order and schedules maintenance.
Develops and maintains inventory system to ensure par levels are maintained for clinical and administrative supplies.
Answers and triages patient calls, faxes, mail and issues. Answers patient questions where appropriate and determines if physician response is required.
Identifies possible emergency calls from internal or external physicians and notifies physician or handles emergency/urgent requests as appropriate.
Assures all patient correspondence is transmitted to correct areas in a timely manner to streamline patient processing.
Assists physicians and nurse practitioner in monitoring signing of clinic notes.
Assists patients, patients’ families, referring physicians and third-party insurance companies to resolve patient-related issues.
Supports the physician with insurance preauthorization and single case agreement processes by submitting necessary clinical information as instructed by the physician.
Coordinates appointment reminder calls to patients providing information regarding location, parking, what to bring, etc.
Coordinates with patient and/or referring physician to obtain outside medical records. Ensures that all relevant outside medical records are received and scanned into EPIC in advance of clinic.
Provides patient care coordination and refer patient to appropriate resources/clinical areas.
Assist physicians with completion and signing of various patient forms such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. Scan all completed forms into EPIC and send original to patients for their records.
Pend RX refills requested and route to physician.
Assists as needed with insurance prior authorizations for non-formulary medications
Pend orders based on defined “Practice Preferences.”
Monitors In-basket – Check messages daily and respond as directed by department policy.
Acts as a liaison for patient, coordinating future consultations, diagnostics tests, or procedures.
Orders and maintain clinic and office supplies.
Provides clinical support to physician consistent with Certified Medical Assistant standards.
Performs miscellaneous related duties as assigned.
Customer Service and Teamwork Responsibilities:
Courteous and pleasant in person and on the telephone with patients.
Utilizes proper telephone etiquette.
Warmly greets patients and visitors.
Verbally expresses appreciation when ending a conversation with a caller.
Possesses the ability to independently anticipate or identify problems, develop solutions and oversee the implementation of solutions.
Adapts to changes in technology and software to ensure efficient office practice.
Exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
Possesses excellent organizational skills; excellent oral, written, and interpersonal communication skills; ability to multitask.
Is highly proactive and demonstrates the ability to work independently, maintain organization and efficiency of workflow through interactions with facilities staff on administrative activities, and demonstrate professional and administrative conduct as a model for other team members to ensure advance toward department/unit objectives.
Ability to work for long periods of time without directions, and to prioritize own work and work of staff as needed.
Ability to prioritize own work and work of staff as needed.
Seeks to satisfy dissatisfied customers.
Is able to effectively interact with all levels of University and Hospital employees as well as outside contacts.
Ensure departmental compliance with Hopkins’ policies related to Service Excellence, Safety Attitude Questionnaire, Employee Satisfaction, and the Joint Commission.
Minimum Qualifications (Required)
High School Diploma/GED
Three (3) years related experience.
Requires an understanding of changing reimbursement policies and third party reimbursement.
Additional education may be substituted for years of related experience. * JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. 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. *
Special Knowledge, Skills, and Abilities
Certified Medical Assistant. EPIC, Microsoft, SAP.
Classified Title: Clinic Coordinator Working Title: Clinic Coordinator Role/Level/Range: ATO 40/E/02/OE Starting Hourly Pay Rate Range: $17.42 - $23.95 / Commensurate with Experience Employee group: Full Time Schedule: Monday - Friday, 8:30am - 5:00pm / 40 hrs per week Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus Department name: 10003114-SOM PMR Physical Med and Rehabilitation Personnel area: School of Medicine
The successful candidate(s) for this position will be subject to a pre-employment background check.
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 HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
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.
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.
Equal Opportunity Employer Note: Job Postings are updated daily and remain online until filled.
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.