Sr. Medical Office Coordinator

The Department of Otolaryngology is seeking a Sr. Medical Office Coordinator (Sr. MOC). The Sr. MOC will coordinate the day-to-day activities of a multi-faceted complex medical and/or surgical practice within the Department of Otolaryngology. They will ensure a smoothly functioning office and good patient relations. Serve as resource in team environment. May serve in lead capacity to orient, train, and direct new medical office coordinators or other office staff. Address patient problems, third party issues and patient-related situations based on past experiences and resolve issues independently. As appropriate, refer patients to other resources. Adapt to changes in technology and software to ensure efficient office practice. Provide administrative support for medical matters on behalf of physicians, as well as general academic/general administrative support.

Specific Duties & Responsibilities 

Medical Administrative Support 

• Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly.
• Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts and document interactions in applicable systems.
• Provide quality service and support in a variety of areas which may include, but not limited to scheduling, registration and care coordination.
• Serve as a resource for other Medical Office staff and other administrative support staff. Train new staff and may serve as a super user for new systems.
  
• Talk to prospective patients and/or family members to determine appropriate health care provider for patient(s). Advanced discussion includes: if provider is appropriate specialist, or if someone else may be more appropriate based on area of specialization, timeframe to get an appointment, insurance coverage, and geographic location. Offer effective alternatives to patient when appropriate.
  
• Routinely addresses patient related 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 all pieces of a patient visits pre and post op.
• Schedule all preliminary exams, imaging studies, and other tests in a timely fashion, and then gathering results for physician review and/or coordinate patient visits within specialty program that requires more complex coordination of care across departments and/or multiple locations, departments, institutions and/or entity lines of service, and multiple systems.
• Provide administrative support for medical matters on behalf of physicians.
  

• Answer in-coming call from patients and provide information to patients, as appropriate
  

• Routinely check voice mail and return calls to patients within 24 hours.
  

• Coordinate with patient and/or referring physician to obtain outside medical records.
• Ensure that all relevant outside medical records are received and scanned into Epic in advance of clinic. Ensure that physician gets medical records in advance per protocol as appropriate.
  

• Refer patient to appropriate resources/clinical areas.
  

• Send out letters and post op information to referring physicians, if needed.
  

• Send out confirmation letters to patients when appointment is scheduled in less than 2-week timeframe as needed.
  

• Receive from physician completed and signed forms 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 the patients for their records.
  

• Review clinic schedules, and make adjustment as appropriate
  

Patient Scheduling

• Schedule new and follow-up clinic appointments and assist in canceling and rescheduling of clinics for providers who have a non-schegistrar as their MOC.
  

• Collect insurance information, and complete registration in EPIC.
  

• Answer more complex questions from patients about billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.
  

• Support the physician with insurance preauthorization and single case agreement processes by submitting necessary clinical information as instructed by the physician.
  

• Coordinate follow-up office visits by providing information about treatment, and testing locations. Schedule lab tests and other procedures, and/or coordinates with other areas to complete scheduling process.