Sr. Medical Office Coordinator​/Patient Service Coordinator; Otolaryngology

We are seeking a Sr. Medical Office Coordinator/Patient Service Coordinator (Sr. MOC/PSC) 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/PSC will ensure a smoothly functioning office and good patient relations and serve as a resource in a 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, the coordinator will refer patients to other resources, adapt to changes in technology and software to ensure efficient office practice, and 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.

• Professionally and efficiently handle incoming cost estimate requests from patients and ensure that issues are resolved promptly and thoroughly.
• Gather patient information, fulfill patient needs, educate patients where applicable to prevent future contacts, and document interactions in applicable systems.
• Provide quality service and support in a variety of areas which may include, but are 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 providers for patient(s). Advanced discussions include: whether the provider is an 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 address patient‑related situations based on past experiences, 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.
• 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‑registrar 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 pre‑authorization 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, scheduling lab tests and other procedures, and coordinating with other areas to complete the scheduling process.
• When the dentist and/or specialist clinic is cancelled, call patients to re‑schedule clinical and/or testing appointments pertaining to that visit.
• When requested by dentist and/or specialist, complete courtesy calls to 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 incoming calls from patients and provide information to patients, as appropriate.
• Routinely check voicemail and return calls to patients within 24 hours. Coordinate with patient and/or referring physician to obtain outside medical records and ensure that all relevant outside medical records are received and scanned into Epic in advance of clinic.
• Refer patients to appropriate resources/clinical areas.
• Send out letters and post‑op information to referring physicians, if needed.
• Send out confirmation letters to…