Patient Service Coordinator

The Johns Hopkins University; Washington (District of Columbia); On-site; Full time

Job summary

A leading university is seeking a Patient Service Coordinator to provide courteous assistance to patients, coordinate clinical operations, and ensure a positive patient experience. Responsibilities include scheduling, registration, and managing clinic flow. Ideal candidates will have strong customer service skills and a high school diploma.

Qualifications

• One year work experience in customer service required.
• Additional education may substitute for required experience.

Responsibilities

• Schedule patients for medical examinations and consultations.
• Verify and enter pre-registration and insurance information.
• Collaborate with the clinic manager to maintain patient flow.

Skills

Customer Service

Communication

Education

High School Diploma

Job description

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Johns Hopkins strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The seasonal flu vaccine requirement remains unchanged. Exceptions may be provided under certain circumstances.Click here for more information. .

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We are seeking a Patient Service Coordinator who will offer friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at Johns Hopkins. Coordinate the day-to-day clinical operations for a group of health care professionals. Troubleshoot and resolve problems as they arise; collaborate with others to resolve patient problems or refer patients to appropriate resources. Serve as liaison for the group with the billing office and division management. Maintain accurate information on each patient to facilitate the patient encounter. Use automated systems to expedite patient scheduling, pre-registration, and check-in. Work with others in a team environment.

Specific Duties & Responsibilities

Scheduling & Templating

• Schedule patients for medical examinations, consultations and procedures.
• Relay information to patients regarding preparation for these appointments.
• Coordinate visits either within the department or between several departments.
• Telephone and interview patients and/or family members to obtain accurate pre-registration information and to confirm appointments.
• Print and mail directions, maps, fee schedules, and department specific information to patients.
• Create and maintain physician templates in patient scheduling system and ensure efficient utilization of the templates.

Registration

• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Obtain and/or verify patient's demographic data by phone or in person. Confirm appointments by telephone and/or mail.
• Fill appointment vacancies due to cancellations. Obtain pre-certifications as required by patients' health care insurers or managed care providers and ensure that this is done for all patient encounters as required.
• Register patients for clinical appointments using computerized database.
• Assist patients or family members with the completion of medical insurance forms. Inform patients of costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in arranging patient transportation when necessary.

Phone

• Answer phones and provide routine information to callers.
• Call patients to remind them of scheduled visits or follow up on missed appointments.
• Participate in the billing process by collecting time of service payments (co-pays or balances) or entering charges into electronic billing systems.
• Assist with basic insurance and third-party queries and explain payment policies.
• Reconcile automated records and collected monies at the end of the day and makes deposits in an accurate and timely way.

Clinic Flow & Leadership

• Collaborate with the clinic manager/supervisor to ensure scheduling conflicts are resolved, monitor room utilization, and maintain clinic patient flow.
• Intervene, as necessary, on issues relating to patient complaints, health care providers' concerns, and operational issues, and take measures to correct situation or ensures appropriate personnel are involved.
• Ensure that administrative and office equipment is maintained in adequate working order and schedule maintenance.
• Serve in a leadership capacity with the registration and scheduling staff, setting an example in professionalism, attention to detail and customer service.
• Partner with the clinic manager on issues related to front office staff management.
• Performs other duties as required.

We are seeking a Patient Service Coordinator who will offer friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at Johns Hopkins. Coordinate the day-to-day clinical operations for a group of health care professionals. Troubleshoot and resolve problems as they arise; collaborate with others to resolve patient problems or refer patients to appropriate resources. Serve as liaison for the group with the billing office and division management. Maintain accurate information on each patient to facilitate the patient encounter. Use automated systems to expedite patient scheduling, pre-registration, and check-in. Work with others in a team environment.

Specific Duties & Responsibilities

Scheduling & Templating

• Schedule patients for medical examinations, consultations and procedures.
• Relay information to patients regarding preparation for these appointments.
• Coordinate visits either within the department or between several departments.
• Telephone and interview patients and/or family members to obtain accurate pre-registration information and to confirm appointments.
• Print and mail directions, maps, fee schedules, and department specific information to patients.
• Create and maintain physician templates in patient scheduling system and ensure efficient utilization of the templates.

Registration

• Verify and enter pre-registration and insurance information into the computer system and prepare daily printed schedules for designated areas.
• Obtain and/or verify patient's demographic data by phone or in person. Confirm appointments by telephone and/or mail.
• Fill appointment vacancies due to cancellations. Obtain pre-certifications as required by patients' health care insurers or managed care providers and ensure that this is done for all patient encounters as required.
• Register patients for clinical appointments using computerized database.
• Assist patients or family members with the completion of medical insurance forms. Inform patients of costs of care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in arranging patient transportation when necessary.

Phone

• Answer phones and provide routine information to callers.
• Call patients to remind them of scheduled visits or follow up on missed appointments.

Billing

• Participate in the billing process by collecting time of service payments (co-pays or balances) or entering charges into electronic billing systems.
• Assist with basic insurance and third-party queries and explain payment policies.
• Reconcile automated records and collected monies at the end of the day and makes deposits in an accurate and timely way.

Clinic Flow & Leadership

• Collaborate with the clinic manager/supervisor to ensure scheduling conflicts are resolved, monitor room utilization, and maintain clinic patient flow.
• Intervene, as necessary, on issues relating to patient complaints, health care providers' concerns, and operational issues, and take measures to correct situation or ensures appropriate personnel are involved.
• Ensure that administrative and office equipment is maintained in adequate working order and schedule maintenance.
• Serve in a leadership capacity with the registration and scheduling staff, setting an example in professionalism, attention to detail and customer service.
• Partner with the clinic manager on issues related to front office staff management.
• Performs other duties as required.

Minimum Qualifications

• High School Diploma or graduation equivalent
• One year work experience in customer service required.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.

Classified Title: Patient Service Coordinator
Role/Level/Range: ATO 40/E/02/OD
Starting Salary Range: $16.20 - $28.80 HRLY ($42,000 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M - F; 8:30am - 5:00pm
FLSA Status:Non-Exempt
Location:District of Columbia
Department name: Dermatology Sibley
Personnel area: School of Medicine

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/ .

Education and Experience Equivalency
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: JHU Equivalency Formula: 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.

Applicants Completing Studies
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.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
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.

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 [e-mail] . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/ .

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine.The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine . 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.This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. 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 upon 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.