Medical Office Coordinator (Neurology)

The Department of Neurology is seeking a Medical Office Coordinator (MOC) for the Epilepsy Division in the School of Medicine. The MOC will coordinate the day-to-day activities of a multi-faceted complex medical and/or surgical practice to ensure a smoothly functioning office and good patient relations. Works with others in team environment. Address patient problems, third party issues and patient-related situations based on precedents 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.
• 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 complex situations based on precedents, 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 complex patient visits pre and post op. This includes scheduling all preliminary exams, imaging studies, and other tests in a timely fashion, and then gathering results for physician review.
• 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.

Patient Scheduling

• If approved to schedule in EPIC, schedule appointments in EPIC.
• 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.
• When physician's clinic is cancelled, call patient to re-schedule physician and/or testing appointments pertaining to that visit.
• If requested by physician, complete courtesy calls to patients to remind them of appointment arrival times and answer questions about location, parking, what to bring, etc.
• All information entered into EPIC will be subject to evaluation, quality controls and performance management standards.
• If not approved to schedule patients in EPIC, refer patients to Access Services to schedule appointments and procedures. Participate in multi-party conversations to ensure appropriate timing of services and medical records as required by physician.

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