"Patient Service Coordinator"

Job Description

We are seeking a Patient Service Coordinator who will be responsible for answering all inbound phone calls to Wilmer’s Surgical Scheduling Unit during working hours, providing administrative (non-clinical) guidance and assistance to patients, care partners, and consulting physicians with aim for first-call resolution, and triaging calls and messages to the appropriate contacts for accurate and very timely follow-up. This will include communicating pre-surgery instructions and paperwork, confirming patient arrival times for surgery, forwarding messages and special requests to clinicians, directing calls to appropriate staff backlines for direct resolution, assisting with EHR data entry and appointment-making on behalf of patients, and reviewing the surgical schedule and reserving slots per patient preferences. This will be a remote position, but with expectation for some onsite training and work as assigned.

Specific Duties & Responsibilities

• Greets each caller in a kind and professional manner.
• Works collaboratively with others in promptly answering all inbound phone calls through Avaya desktop application, reviewing and responding messages (voicemails, Epic electronic health record in basket messages, and e-mails) within one business day, and sending internal and patient/care partner messages as needed toward patient surgical preparation.
• Completes intake on behalf of the surgical scheduling team, as directed including verification and entering of insurance information, patient demographic and contact information, and patient surgical preferences into Epic and related systems.
• Confirms that all necessary pre-surgery forms are up to date, sent to patients/care partners, and signed where required.
• Provides cross-coverage to other team members as daily business needs dictate.
• Facilitates smooth transfer of phone calls within and beyond the Wilmer Institute, in collaboration with clinicians, trainees, fellow support staff, and managers/supervisors.
• Maintains familiarity with Wilmer surgical scheduling policies and procedures, pre-surgery requirements, and insurance issues, and helps educate patients/care partners to ensure successful pre-preparation.
• When applicable, collects advance payments and paperwork for non-covered services, and reviews upcoming surgeries to reconcile pre-collection needs.
• Guides patients and families to appropriate resources (financial counselors, international office, social workers, surgical schedulers, Wilmer physicians and clinic staff).
• Other duties as assigned.

Minimum Qualifications

• 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 HS Diploma/Graduation Equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Prior experience with phone-based customer service, including call center roles, strongly preferred.
• Two years or more experience in related eye care and / or other Johns Hopkins employment setting preferred.
• Knowledge of medical insurance, basic medical terminology, and surgical scheduling workflows would be ideal.

Classified Title

Patient Service Coordinator

Job Posting Title (Working Title)

Patient Service Coordinator

Role/Level/Range

ATO 40/E/02/OD

Starting Salary Range

$16.20 - $28.80 HRLY ($22.50/hr. targeted; Commensurate w/exp.)

Employee group

Full Time

Schedule

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

FLSA Status

Non-Exempt

Location

School of Medicine Campus

Department name

SOM Oph Operations

Personnel area

School of Medicine