Patient Service Coordinator​/Medical Assistant; Otolaryngology

Patient Service Coordinator/Medical Assistant (Otolaryngology)

JHU’s Otolaryngology Department is seeking a Patient Service Coordinator / Medical Assistant to work in an outpatient setting. The role involves 75% medical assistant duties and 25% patient service coordinator responsibilities in the Johns Hopkins Oto clinic, ensuring smooth clinic flow, high customer service, and compliance with patient care protocols.

• Contributes to smooth clinic operations by directing patient flow and 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 rescheduled appointments with clinic operations.
• Assists in managing the clinic’s scheduling system to identify open slots, resolve scheduling conflicts, and update patient records accurately.
• Verifies and enters pre‑registration and insurance information, prepares daily printed schedules.
• Obtains and verifies patient’s demographic data by phone or in person.
• Obtains pre‑certifications as required by insurers or managed care providers.
• Proficiently verifies insurance benefits, processes authorizations, and addresses payer inquiries.
• Registers patients for clinical appointments using the EMR system.
• Assists patients or family members with completing medical insurance forms.
• Informs patients of costs or care provided and guides them to resources for further information.
• Arranges or assists in arranging patient transportation and answers phone calls.
• Collects time‑of‑service payments, issues receipts, and prepares cash settlement records; enters patient charges into the computer system.
• Discusses patient charges with patients and/or families as appropriate.
• Assesses eligibility for alternative financing (e.g., Medicaid, Patient Care Funds, loans).
• Performs additional duties as assigned.

• Obtains and records patient vital signs: temperature, pulse, respirations, blood pressure, weight, and height.
• Assists patients to exam rooms and prepares them for examination and diagnostic procedures.
• Prepares examination or treatment areas before, during, and after patient use.
• May assist with medical records preparation.
• Maintains aseptic technique and infection control when performing clinical duties.
• Operates clinical equipment as directed by a physician.
• May perform phlebotomy functions when necessary.
• Follows protocols for cleaning, disinfecting, and sterilizing endoscopic equipment after each patient use.
• Operates specialized reprocessing machines and safely manages autoclaves and sterilization equipment.
• Maintains accurate records of sterilization cycles and instrument inspections.
• Collects and processes specimens per standard operating procedures.
• Recognizes emergency situations, implements emergency procedures, and administers first aid (including CPR).
• Orders, stocks, and maintains exam rooms and clinic areas with supplies as needed.
• Assists patients in wheelchairs and stretchers with transfers using proper body mechanics.
• Receives, sorts, and transports used instruments and equipment.
• Performs decontamination procedures with approved detergents.
• Inspects instruments for cleanliness, functionality, and damage; reports issues per protocol.
• Assembles and packages instrument trays and items according to count sheets.
• Operates and monitors sterilization equipment following manufacturer guidelines.
• Performs related delegated tasks such as prescription refill requests, taking messages, and running errands.
• Ensures appropriate disposal of soiled linens, needle containers, and infectious waste.
• Independently resolves issues with daily room assignments and clinic flow; escalates when needed.
• Provides telemedicine triage as required.
• May assume responsibilities of a full‑time MA or PSC in the absence of assigned personnel.
• Performs additional duties as assigned.

• High School Diploma/GED and certification/registration as a Medical Assistant (e.g., CMA, AAMA, RMA, AMT, NAHP) required.
• If not currently certified or registered, must become certified within 120 days of hire.
• One year of work experience in customer service.
• Current CPR certification by the American Heart Association or the American Red Cross required.
• Must maintain MA and CPR certification/registration during employment.
• Additional education may substitute for required experience, subject to JHU equivalency formula.

• Experience using EPIC preferred.