The Department of Otolaryngology is seeking a Patient Service Coordinator/Medical Assistant (PSC/MA) who will work in an outpatient setting and have responsibilities related to patient care and the clinic environment. Time will be split approximately 75% as a MA and 25% as a PSC in the Johns Hopkins Otolaryngology clinic in Bethesda. The position is centralized and will work across specialty centers to ensure optimum flow and customer service within the clinic. Provides exemplary customer service to patients, physicians and internal customers to aid in meeting patient satisfaction goals of the department.

Specific Duties & Responsibilities

• Contribute to smooth clinic operation by directing patient flow, paying close attention to volume of patients registering, being placed in clinic rooms and checking out. Ensure that patients are placed in rooms on time.
• Provide cross coverage for the full-time MA and PSC (registration).
• Perform patient check-in/check-out when needed.
• Contact patients to reschedule appointments, provide exceptional customer service, and ensure smooth coordination between rescheduled appointments and clinic operations.
• Assist in the management of the clinic’s scheduling system to identify open slots, address and resolve scheduling conflicts, and update patient records accurately.
• Verify and enter pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas.
• Obtain and /or verify patient’s demographic data by phone or in person.
• Obtain pre-certifications as required by patients’ health care insurers or managed care providers.
• Verify insurance benefits, process authorizations, and address any related inquiries regarding insurance payer requirements.
• Register patients for clinical appointments using Electronic Medical Records (EMR) system.
• Assist patients or family members with completion of medical insurance forms.
• Inform patients of costs or care being provided, and guide them to appropriate resources for further information, guidance, or assistance.
• Arrange or assist in arranging patient transportation. Answer phones and provide routine information to callers.
• Collect time of service payments, issue receipts, and prepare cash settlement records. Enter patient charges into computer system.
• Discuss patient charges, if appropriate, with patients and/or patients’ families.
• Evaluate eligibility for alternative sources of financing such as Medicaid, Patient Care Funds, loans or other payment sources.
• Obtain and record patient’s vital signs: temperature, pulse, respirations, blood pressure, weight and height.
• Assist patients to exam room and prepare patients for examination and/or diagnostic procedures.
• Prepare examination or treatment areas before, during and after patient use.
• May assist with medical records preparation.
• Maintain and use principles of aseptic technique and infection control when performing clinical duties and tasks.
• Operate clinical equipment as directed by a physician.
• May perform phlebotomy functions (when necessary, i.e. the full-time phlebotomist is absent, and no back-up is available).
• Collect and process specimens according to Standard Operating Policies and Procedures at a competent level and according to age and needs of the patient population served.
• Recognize emergency situations, implement emergency procedures according to clinic guidelines and administer first aid, including CPR.
• Order, stock and maintain exam rooms and clinic areas with standard levels of supplies
• Assist patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables and scales utilizing proper body mechanics and safety measures.
• Perform related and delegated tasks which may include requests for prescription refills, taking and relaying messages and running errands.
• Ensure that soiled linens, needle s, and potentially infectious waste are appropriately disposed and removed from the clinic and exam area according to the infection control guidelines.
• Serve as a back-up to maintain room assignment grid for all physicians practicing at the Bethesda clinic.
• Independently resolve any issues with daily room assignments and coordination of clinic flow.
• Determines when to involve the Clinic Manager in the resolution of issues that may be beyond the scope of his/her authority.
• Perform telemedicine triage as needed.
• Complete all functions of primary full-time Medical Assistant or as a Patient Service Coordinator in their absence.
• Other duties as assigned.

Additional Knowledge, Abilities and Skills

• Ability to use electronic medical records (EMR) or electronic health records (EHR) systems
  
• Basic knowledge of medical terminology, anatomy, and physiology.
  
• Familiarity with common medical procedures and protocols.
  
• Ability to provide compassionate and effective patient care.
  
• Skills in conducting patient assessments and recording vital signs.
  
• Proficiency in using medical equipment (e.g., blood pressure monitors, EKG machines).
  
• Ability to perform basic laboratory tests and prepare specimens for analysis.
  
• Skills in scheduling appointments, managing patient files, and processing insurance claims. (Helpful but not required. Will train.)
  
• Understanding of HIPAA regulations and patient confidentiality requirements.
  
• Familiarity with safety and infection control standards.
  
• Ability to communicate clearly and effectively with patients, families, and healthcare professionals.
  
• Skills in providing patient education on treatment plans and medication use.
  
• Ability to assess situations quickly and make sound decisions.
  
• Skills in handling patient concerns and addressing issues promptly.
  
• Ability to work collaboratively with a diverse healthcare team.
  
• Willingness to support colleagues and contribute to a positive work environment.
  
• Skills in prioritizing tasks and managing time effectively in a fast-paced environment.
  
• Ability to multitask while maintaining attention to detail.
  
• Willingness to learn new procedures and adapt to changing clinical practices.
  
• Ability to handle various patient needs and situations with flexibility.

• High School diploma or equivalent.
  

• Certification/Registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP). If not currently certified/registered, must become certified/registered within 180 days (6 months) of date of hire.

• Current CPR certification by the American Heart Association or the American Red Cross.

• Must maintain MA and CPR certification/registration during duration of employment in this position.
  

• One year of work experience in customer service.
  
• Additional education may be substituted for required experience, to the extent permitted by the JHU equivalency formula.

Classified Title: Patient Service Coordinator/Medical Assi 
Job Posting Title (Working Title): Patient Service Coordinator/Medical Assistant   
Role/Level/Range: ATO 40/E/02/OD  
Starting Salary Range: $16.20 - $28.80 HRLY ($22.50/hour targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: M-F; 8:30 am - 5:00 pm 
Exempt Status: Non-Exempt 
Location: JH at Bethesda 
Department name: 10003028-SOM Oto Clinic 
Personnel area: School of Medicine