CO Sr. Medical Office Coordinator

The Department of Otolaryngology is seeking a CO Sr. Medical Office Coordinator who will coordinate the daily operations of the Audiology division in the Johns Hopkins Outpatient Center. This requires the experience of a highly functioning coordinator to lead and ensure smooth functioning of the operation and to independently resolve any scheduling issues, customer service complaints, third party insurance issues and interdepartmental coordination problems whenever necessary. The patient population of the Hearing Aid/Cochlear Implant Center inherently involves dealing with hearing loss and various communication modes/technologies, which the coordinator will become skilled in. This position will assist the medical office coordinators, and other staff, involved with patient care during scheduled clinic days. The coordinator must provide friendly, courteous, and confidential assistance to patients, and staff to ensure that the patient has a positive experience. The coordinator should ensure that accurate and detailed information on each patient is maintained in order to facilitate a successful patient encounter. The coordinator must be able to adapt to changes in technology and software to ensure efficient office practice. Provide administrative support to providers (audiology, rehab, NPs and surgeons) as well as general academic administrative support. Lastly, the coordinator directs the work of others and promotes a team environment while exhibiting professionalism and exemplary customer service skills.

Specific Duties & Responsibilities

Concierge services

• Provide high end “concierge services” to patients of the Hearing Aid/Cochlear Implant Center.
• Must be able to coordinate between multiple clinic sites, including limited travel between satellite clinics if necessary.
• Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly.
• Troubleshoot and use judgment in resolving problems as they arise. Involve other parties as necessary.
• Understand insurance coverage and limitations as related to hearing aid services. Should be able to provide information on basic billing procedures and codes, while making appropriate referrals for remediation of any problems.
• Be able to compose and provide documentation for various correspondence between the Hearing Aid/ Cochlear Implant Center and outside entities (insurance companies, manufactures, state and federal providers, etc.)
• Analyze operating practices and make suggestions about personnel requirements creating new systems and revising established procedures.
• Intervene as necessary, on issues relating to patient complaints, health care providers concerns, and operational issues; take measures to correct situations or ensure appropriate personnel are involved. Assist staff directly in answering the phones and other clinic operations that fall behind at peak times of the day.
• Process LMN/CMN insurance letter requests in addition to other letter requests requested by the patient such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. All completed forms should be scanned into EPIC and send original to patients for their records.
• A willingness to develop a basic understanding of terminology and specific equipment as it relates to hearing loss.

Track & Coordinate new Hearing Aid Candidates

• Maintain hearing aid deliveries and order hearing aid supplies, and participation in the surgical scheduling of Cochlear Implants.
• Assist walk in hearing aid patient with their specific needs.
• Coordination of appointments between multiple departments and divisions within Otolaryngology including Otology, Speech Pathology, Psychology, Genetics, International Office and Office of Interpreting Services.
• Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts and document interactions in applicable systems.
• Utilize database and information systems available to acquire and provide patient information. Routinely addresses complex situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used. Examples may include working with VIP patients, work with international patients, and unique scheduling situations.
• Coordinate and support “Case Review”; multi-disciplinary staffing, 2 times per month

Clerical/Administrative Duties

• Routinely check voice mail and emails/ return calls/emails to patients within 24-48 hours.
• Produce reports as requested by Otolaryngology Administration.
• Monitor providers scheduling, productivity, and billing. Create efficiency within the clinic