Patient Service Coordinator​/Medical Assistant; Otolaryngology

Overview

The Department Otolaryngology is seeking a Patient Service Coordinator/Medical Assistant who will work in an outpatient setting with responsibilities related to patient care and the clinic environment. Time will be split 0.75 FTE as a Medical Assistant and 0.25 FTE as a Patient Service Coordinator in the Johns Hopkins Oto clinic. 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.

• Contributes to smooth clinic operation by directing patient flow, managing patient registration volume, room placement, and checkout, ensuring patients are placed in rooms on time.
• Provides cross coverage for the full-time MA and PSC (registration).
• Performs patient check-in/check-out when needed.
• Contacts patients to reschedule appointments, provides exceptional customer service, and coordinates between rescheduled appointments and clinic operations.
• Assists in managing the clinic's scheduling system to identify open slots, address and resolve scheduling conflicts, and update patient records accurately.
• Verifies and enters pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas.
• Obtains and/or verifies patient demographic data by phone or in person.
• Obtains pre-certifications as required by patients  health care insurers or managed care providers.
• Verifies insurance benefits, processes authorizations, and addresses related inquiries regarding insurance payer requirements.
• Registers patients for clinical appointments using the EMR system.
• Assists patients or family members with completion of medical insurance forms.
• Informs patients of costs or care being provided and guides them to appropriate resources for further information, guidance, or assistance.
• Arranges or assists in arranging patient transportation. Answers phone and provides routine information to callers.
• Collects time of service payments, issues receipts, and prepares cash settlement records. Enters patient charges into the computer system.
• Discusses patient charges, if appropriate, with patients and/or patients  families.
• Evaluates eligibility for alternative sources of financing such as Medicaid, Patient Care Funds, loans or other payment sources.
• Other duties assigned.

• Obtains and records patient s vital signs: temperature, pulse, respirations, blood pressure, weight and height.
• Assists patients to exam room and prepares patients for examination and/or diagnostic procedures.
• Prepares examination or treatment areas before, during and after patient use.
• May assist with medical records preparation.
• Maintains and uses principles of aseptic technique and infection control when performing clinical duties and tasks.
• Operates clinical equipment as directed by a physician.
• May perform phlebotomy functions (only when necessary, based on scheduled procedures).
• Follow detailed protocols for cleaning, disinfecting, and sterilizing endoscopic equipment after each patient use, including inspection and preparation for reprocessing to ensure compliance with infection control standards.
• Operate specialized reprocessing machines to thoroughly clean, disinfect, and prepare endoscopes for patient procedures, while maintaining accurate documentation of each step in the reprocessing process.
• Safely operate autoclaves and sterilization equipment to clean, sterilize, and package surgical instruments, tools, and medical devices, ensuring compliance with safety standards and procedures.
• Maintain accurate records of sterilization cycles and instrument inspections, while monitoring and troubleshooting sterilization equipment to ensure consistent and effective sterilization processes.
• 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 procedure according to clinic guidelines and administer first aid, including CPR.
• Order, stock and maintain exam rooms and clinic areas with standard levels of supplies (only when necessary).
• Assist patients in wheelchairs and stretchers with transfers to and from exam tables, procedure tables and scales using proper body mechanics and safety measures.
• Receive, sort, and transport used clinical instruments and equipment from procedural areas.
• Perform decontamination procedures using approved detergents.
• Inspect instruments for cleanliness, functionality, and signs of damage; report any issues per protocol.
• Assemble and package instrument trays and individual items according to count sheets and clinical use.
• Operate and monitor sterilization equipment (e.g., steam autoclaves, Medivators) following manufacturer guidelines and facility…