Patient Service Coordinator

The Department of Dermatology is 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

• 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 the patient scheduling system and ensure efficient utilization of the templates.
• 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 a computerized database.
• Assist patients or family members with the completion of medical insurance forms. Inform patients of the 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.
• 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 make deposits in an accurate and timely way.
• 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 situations or ensure 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 of work experience in customer service is required.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a High School Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.