Patient Service Coordinator; Urology

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The Department of Urology is seeking a Patient Service Coordinator (PSC) to provide clinical support and coordinate activities to ensure a smoothly functioning physician office practice and good patient relations. This role will serve as a patient navigator for patients experiencing urologic cancers and interact with patients, patients’ families, referring physicians and third‑party carriers on patient‑related issues. The individual displays responsible behaviors, works well with others in a team environment, communicates effectively to others and functions as a member of the healthcare team.

The PSC reports to the Clinical Operations Manager, who is responsible for administrative supervision, staff development, and orientation of clinical support staff to department policies and procedures. The individual must demonstrate competency in all skills related to the performance of patient care. The individual should demonstrate problem‑solving skills as they relate to patient care activities.

• Provide clinical support to urology physician practices and assist with patient care in urology clinics.
• 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.
• Reinforce information to patients 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 patient, coordinating future consultations, diagnostics tests, or procedures.
• Facilitate scheduling of lab tests and other procedures.
• Determine appropriate schedule for clinical appointments based on physician schedule.
• 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.
• Coordinate with patient and referring provider’s office sending of radiology scans and pathology slides to be re‑evaluated at Johns Hopkins.
• Refer patient to appropriate resources/clinical areas.
• Send out letters and post‑op information to referring physicians, if needed.
• Receive from physician completed and signed forms requested by the patient such as:
  Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc. All completed forms should be scanned into EPIC and send original to patients for their records.
• Enter patient phone messages and route to physician.
• Print and send patient letters as necessary.
• Document inbound/outbound phone messages to patients as appropriate.
• Pend RX refills requested and route to physician.
• Pend orders and surgical case requests and route to physician.
• Triage electronic medical record messages to the appropriate care team and respond to all messages in a timely manner.
• Document all patient communication in the EMR.
• Review patient schedules in advance to optimize patient experience and ensure appropriate imaging and consult notes are available prior to appointments.
• Identify scheduling issues and assist with appropriate scheduling as needed.
• Contact patients and provide appropriate test results and follow up under supervision of the physician.

• 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, 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.

• Experience in Urology or other comparable surgical or procedural sub‑specialty areas.
• Experience using EPIC.

Classified

Title:

Patient Service Coordinator

Job Posting

Title:

Patient Service Coordinator (Urology)

Role/Level/Range: ATO 40/E/02/OD

Starting Salary Range: $16.20 - $28.80 hrly (targeted $46,800; commensurate with experience)

Employee group:
Full Time

Schedule:

Monday - Friday, 8:30am - 5:00pm

FLSA Status:
Non-Exempt

Location:

School of Medicine Campus

Department name: SOM Uro Adult Urology

Personnel area:
School of Medicine

Seniority level:
Entry level

Employment type:

Full‑time

Job function:
Health Care Provider

Industries:
Higher Education