Patient Service Coordinator

We are seeking a Patient Service Coordinator who will offer friendly, courteous, and confidential assistance to ensure every patient has an outstanding customer service experience during his or her visit to Wilmer Bethesda. Maintains accurate information on each patient to facilitate the patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, check-in, and checkout. Works with others in a team environment.

Specific Duties & Responsibilities

• Screens patient calls and medical issues. Answers patient questions where appropriate and determines if physician's response is required.
• Registers patients for clinical appointments using the electronic medical record system (Epic).
• Conducts screening for all patients and visitors.
• Answers phones and provides routine information to callers.
• Responds to medical records requests. Scans medical records documents into the electronic medical records system.
• Monitors the in-basket in the electronic medical record system. Handles routine in-basket requests and forwards other messages to the appropriate resource. Documents appropriately in the system.
• Collects time of service payments, issues receipts, and prepares end-of-day reconciliation.
• Discusses patient charges, if appropriate, with patients and/or patients' families.
• Refers patient to the appropriate office if financial counseling is necessary.
• Assists with basic insurance and third-party queries and explains payment policies.
• Assists with back office duties as needed to ensure consistent patient flow.
• Reschedules patients when the provider's clinic schedule changes.
• Maintains familiarity with various types of medical insurance to properly schedule patients and answer patient questions.
• Schedules patients for laboratory tests, medical examinations, and procedures.
• Resolves any schedule conflicts.
• Uses automated records systems to access, enter, and edit patient information.
• Coordinates visits either within the office or between other offices and/or departments.
• Verifies and enters pre-registration and insurance information into the electronic medical record system (Epic). Obtains and/or verifies patient's demographic data by phone or in person.
• May obtain pre-certifications as required by patients' health care insurers or managed care providers.
• Fills vacancies due to cancellations.
• Responds to requests for completion of various medical forms for patients (MVA forms, disability forms, workers' compensation forms, etc.)
• Demonstrates awareness of limitations of institutional resources, and seeks to maximize physician scheduling within this context. Proactively seeks to schedule/reschedule patients for efficient utilization of resources (e.g., backfill to cover cancellations or add urgent appointments).
• Operates a personal computer to access e-mail, electronic calendars, and other basic office support software.
•  Other duties as assigned.

• High School Diploma or graduation equivalent.
• One year of work experience in customer service 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.

Classified Title: Patient Service Coordinator  
Role/Level/Range: ATO 40/E/02/OD  
Starting Salary Range: $ $28.80 HRLY ($22-25/hour targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Mon- Fri 8:30 am – 5:00 (with flexibility) 
FLSA Status: Non-Exempt 
Location: JH at Bethesda  
Department name: SOM Oph Satellites  
Personnel area: School of Medicine