CO 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's encounter. Use 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 response is required
• Registers patients for clinical appointments using an 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. Scan 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, provides receipts, and prepares end-of-day reconciliation.
• Discusses patient charges, if appropriate, with patients and/or patients' families.
• Refers patient to 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 provider 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 scheduling conflicts.
• Use automated records systems to access, enter, and edit patient information.
• Coordinates patient appointments 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, worker’s 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 personal computer access to e-mail, electronic calendars, and other basic office support software.
• Provide other duties as assigned.

• High School Diploma or graduation equivalent
• One year work experience in customer service required. Two years related work experience preferred.
• Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula.

• Two years of college or equivalent work experience preferred.
• Two years related ophthalmology/JHH system work experience strongly preferred.
• Medical terminology and knowledge of medical insurance coverage preferred.

Classified Title: Patient Service Coordinator  
Role/Level/Range: ATO 40/E/02/OD  
Starting Salary Range: $16.60 - $29.50 HRLY ($53,352 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Monday-Friday, 8:30 am - 5:00 pm 
FLSA Status: Non-Exempt 
Location: JH at Bethesda  
Department name: SOM Oph Satellites   
Personnel area: School of Medicine