Sr. Medical Office Coordinator (Otolaryngology)

We are seeking a Sr. Medical Office Coordinator (Sr. MOC) who will coordinate the day-to-day activities of a multi-faceted complex dental and oral surgery practice within the Department of Otolaryngology. The Sr. MOC will ensure a smoothly functioning office and good patient relations. Serve as resource in team environment. This role will 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. Candidates should have experience working in a dental office with front desk and back office administrative functions for billing and creating patient estimates.

Specific Duties & Responsibilities

Dental Medical Administrative Support

• Professionally and efficiently handle incoming cost estimate 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 Dental 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 patients 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, working with international patients, and unique scheduling situations.
• Patient Scheduling 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 estimates and dental billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.
• Support the dentist and or specialists with insurance preauthorization and case estimates by submitting necessary clinical information as instructed by the dentists and/or specialists.
• Coordinate follow-up office visits by providing information about treatment. Schedule lab tests and other procedures, and/or coordinates with other areas to complete scheduling process.
• When dentists and/or specialist clinic are cancelled, call patients to re-schedule clinical and/or testing appointments pertaining to that visit.
• If requested by dentist and/or specialist, complete courtesy calls patients to remind them of appointment arrival times and answer questions about location, parking, what to bring, etc.
• All information entered in EPIC will be subject to evaluation, quality controls and performance management standards.
• Provide administrative support for clinical matters on behalf of dentists.
• Answer in-coming calls 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.
• 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.
• Receives from physician completed and signed forms requested by the patient such as: Disability, Family Medical Leave, WorkCompensation, Medical Assistance Application, MVA, etc. All completed forms should be scanned into EPIC and sent original to the patients for their records.
• Review clinic schedules and make adjustment as appropriate.

Other activity processed in EPIC.

• Enter patient phone messages and route to clinicians.
• Print and send patient letters as necessary.
• In-basket - Check messages daily and respond as directed by department policy.
• Reinforce information for office visits (e.g. scheduled dates of service, information to bring to the visit, driving instructions, where to park, etc.
• Act as a liaison for patients, coordinating future consultations, diagnostics tests, or procedures.
• Able to answer more complex questions with accuracy and provide up to date insurance information found on Johns Hopkins Managed Care website.
• Facilitate scheduling of lab tests and other procedures. Determine appropriate schedule for clinical appointments based on physician schedule and does three-way call to hand off patient to call center.
• If applicable, prepare to support clinic activities from home in case of JHU closure (install virtual desktop and keep electronic reference lists as needed, and make sure you have cell or home phone numbers for physicians, supervisors, and clinic manager).

Academic/General Administrative Support

• Provide general administrative support to one or more clinicians.
• Answer office phone, schedule meetings/maintains calendar for physicians, make travel arrangements, maintains filing system (copy or scan as indicated).
• Orders stock and maintain office supplies.

• High school diploma or graduation equivalent.
• Three years progressively responsible dental front office experience required.

• Medical terminology required.

• Intermediate computer and proofreading skills required.

• Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula.

• Two years college preferred.
• Experience in Johns Hopkins Health System strongly preferred.
• Experience with EPIC, WISDOM, Dental Billing Software ORMIS, Microsoft Word, Microsoft Outlook preferred.

Classified Title: Sr. Medical Office Coordinator   
Role/Level/Range: ATO 40/E/02/OE  
Starting Salary Range: $16.60 - $29.50 HRLY ($22.00-$25.65/hour targeted; Commensurate w/exp.)
Employee group: Full Time 
Schedule: M-F, 8am-5:30pm 
FLSA Status: Non-Exempt 
Location: School of Medicine Campus  
Department name: SOM Oral Sur Dental and Oral Medicine   
Personnel area: School of Medicine