Administrative Assistant II

Towson University (TU) has earned distinction as both a top‑100 public university and one of the nation’s great colleges to work for. Located north of Baltimore, TU currently enrolls over 19,000 students and is the second‑largest university in the prestigious University System of Maryland. Towson University fosters a climate that is grounded in respect to cultivate the intellectual and personal growth of the entire university community.

The role of the Administrative Assistant II is to provide direct administrative support to the Institute for Well‑Being (IWB) Hearing & Balance Center, IWB Center Directors, and the Assistant Director. The Administrative Assistant II will serve as the primary contact for the Hearing & Balance Center, including providing front desk coverage, greeting, and assisting patients with clinical services, scheduling, collecting insurance information, and collecting copayments/payment for services.

In addition, the Administrative Assistant II will be responsible for coverage and assistance to all clinics that operate within the IWB, including the Speech‑Language Center, Occupational Therapy Center, Hearing & Balance Center, and the Hussman Center for Adults with Autism.

• Operate independently in a clinical setting, providing front desk coverage and acting as the primary contact for patients inquiring about services at the Hearing & Balance Center. Use Medical Practice Management (PM) system to schedule routine and specialty appointments for the Hearing & Balance Center and assist with scheduling appointments for the Speech‑Language and Occupational Therapy Centers as needed. Receive external and internal inquiries via phone, email and in‑person, and triage as necessary.
• Collect detailed background, demographic and insurance information for patients inquiring about services. Maintain waitlist for patients seeking appointments for upcoming semesters. Assist with verifying insurance information, obtaining prior authorizations, and verifying benefits as needed. Provide support to office staff with tracking and obtaining updated annual patient forms. Scan medical documents into medical health records. Assist Clinic Coordinator with review of unpaid claims as needed.
• Track LASH applications for reduced hearing aid program, maintain an up‑to‑date database of Lion’s Club Sight and Hearing (LASH) applicant pipeline to monitor progress through approval process, and communicate with LASH representatives to facilitate timely approvals of LASH applications.
• Independently communicate with internal and external contacts in‑person, electronically and by phone. Provide support to multiple program centers by supplying external customers with information regarding the offered programs. Answer calls, direct patients to appropriate departments, and handle inquiries. Assist patients dropping off hearing aids for repairs and purchasing hearing aid accessories.
• Mail or e‑mail patient medical records through secure methods. Communicate with other medical facilities to obtain patient records in a secure manner. Monitor and respond to e‑mails coming to clinical center mail drops.
• Communicate with patients by phone and e‑mail to verify upcoming appointments, provide directions, give parking instructions, and obtain additional information needed for upcoming appointments.
• In partnership with the IWB Technology Coordinator, manage the Hearing Conservation Program, including tracking all appointee requests, communicating scheduling with appropriate providers, triaging day‑of needs (appointment sign‑in, paperwork, etc.), and following up with providers on attendance and outcomes.
• Greet patients and visitors to the IWB. Perform general office duties to support clinical operations, including assisting patients with completing forms and assisting clinical graduate students with copies and materials needed for upcoming appointments. Prepare and/or create reports, correspondence forms, and other materials. Create and update the resource center and other information on Blackboard as needed.
• Collect patient fees for services and programs. Enter daily deposits into the…