CO Patient Service Coordinator

We are seeking a CO 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. Maintain accurate information on each patient to facilitate the patient encounter. Use automated systems to expedite patient scheduling, pre-registration, check-in, and check-out. Work with others in a team environment.

Schedule patients for laboratory tests, medical examinations, and consultations. Relay information to patients regarding preparation for laboratory tests and examinations. 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. Send medical questionnaire forms to patients to obtain missing information. 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 vacancies due to cancellations. Obtain pre-certifications as required by patients' health care insurers or managed care providers. Register patients for clinical appointments using computerized database. Assist patients or family members with completion of medical insurance forms. Inform patients of costs of care and guide them to appropriate resources for further information, guidance, or assistance. Arrange or assist in arranging patient transportation. Answer phones and provide routine information to callers. Collect time of service payments. Occasional coverage of other offsite JHH/JHU Gyn/Ob clinic locations remotely or by traveling to location.

Specific Duties & Responsibilities

Check-in Patients

• All Patients will sign in.
• Call the patient to the desk and greet them while you register.
• Reconfirm the patient’s demographics. (Very importing for EPIC & Televox reminder calls)
• Scan photo ID and insurance cards at each visit.
• Scan referrals and attach to visit.
• Check for Outpatient Agreement form (good for one year), if not available or active, have the patient review and sign.
• If co-pay is due, collect at time of service. Any insurance card with specialty co-pay listed must be collected.
• Print labels for provider.
• Give patient medication list and any other forms that need to be updated for the visit.
• Inform patient to wait to be called. Please inform patients of provider delays.

In Between Patients

• Work EPIC pools. Check three times per day.
• Work EPIC queues, need to be worked each day.
• All messages to providers and patients sent via EPIC, not Outlook.
• Scan forms to EPIC each day.
• Check Outlook email each day.
• Any additional duties your nurse manager deems necessary for clinic function.

Checking-out Patients

• Every patient will be instructed to stop at front desk to check out.
• If follow up appointment needed, assist patient in scheduling. (This is a second chance to confirm any information that may have been missed during check-in. It is also second chance to collect co-pays.
• If needed, print outside orders for lab work, or radiology.
• Ask patient if they would like to sign up for My Chart if they have not already done so.
• Print After Visit Summary (AVS) and high light their next appointment for our clinic. Your do not have to print an appointment remind letter because it is on the AVS.
• If needed, complete the visit in EPIC (EOD).
• Be courteous and friendly and use a closing such as “Have a great day.”

Expectations

• Arrive each scheduled day, ready to work. Clinic is required to stay opened until 5 PM until access services is closed.
• Absolutely no cell phone use at the front desk or in any patient areas. If it is an emergency please excuse your and go somewhere private.
• Work areas should be kept tidy and clear of personal belongings. No eating at work stations. At the end of the business day, all patient information should be put away or out of sight.
• There should be absolutely no profane or abusive language at the front desk or any clinic area. Your voice should be kept at a respectable level. Treat all co-workers with courtesy and respect.
• You are required by Joint Commission to display your Johns Hopkins ID on your person at all times. It is part of your uniform. The uniform of the PSC’s will be scrub attire, closed toe shoes. No jeans, not tank tops, no extremely tight clothing, not see-through clothi