The Department 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 .75FTE as a MA and .25FTE as a PSC 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.

Specific Duties & Responsibilities

Patient Service Coordinator Responsibilities

• Contributes to smooth clinic operation by directing patient flow, paying close attention to volume of patients registering, being placed in clinic rooms and checking out. Ensures that patients are placed in rooms on time.
• Provides 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.
• Verifies and enters pre-registration and insurance information into the computer system and prepares daily printed schedules for designated areas.
• Obtain and /or verifies patient’s demographic data by phone or in person.
• Obtains pre-certifications as required by patients’ health care insurers or managed care providers.
• Proficient in verifying insurance benefits, processing authorizations, and addressing any related inquiries regarding insurance payer requirements.
• Registers patients for clinical appointments using Electronic Medical Records (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 phones and provides routine information to callers.
• Collects time of service payments, issues receipts, and prepares cash settlement records. Enters patient charges into 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.

Medical Assistant Responsibilities

• Obtains and records patient’s vital signs: temperature, pulse, respirations, blood pressure, weight and height.
• Assists patients to exam room and prepare 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 duets and tasks.
• Operates clinical equipment as directed by a physician.
• May perform phlebotomy functions (only, 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, implements emergency procedure according to clinic guidelines and administers 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 utilizing proper body mechanics and safety measures.
• May perform related and delegated tasks which include requests for prescription refills, taking and relaying messages and running errands.
• Ensures 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.
• Serves as a back-up to maintain room assignment grid for all physicians practicing at the Bethesda clinic.
• Independently resolves 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.
• Telemedicine triage as needed.
• Completes all functions of primary full-time Medical Assistant or as a Patient Service Coordinator in his/her absence.
• Other duties as assigned.

Additional Knowledge, Skills & Abilities

• Understanding the use of an electronic medical records (EMR) or electronic health records (HER) system needed but not required.
• Understanding 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.
• Knowledge of electronic health record (EHR) systems and patient management software.
• 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.

Physical Requirements

• Ability to stand, walk, and move throughout the clinic for extended periods.
• Capacity to bend, kneel, and crouch to assist patients or access equipment.
• Ability to lift and move patients or equipment, typically up to 25-50 pounds.
• Assistance with positioning patients for examinations.
• Proficient use of hands for tasks such as taking vital signs, drawing blood, and preparing medications.
• Ability to handle small instruments and medical tools with precision.
• Good vision for reading charts, labels, and other documentation.
• Ability to see fine details during procedures and examinations.
• Adequate hearing to communicate with patients and staff, and to monitor patient conditions.
• Ability to work long hours, which may include standing or being active during shifts.
• Capacity to handle potentially stressful situations calmly.
• Tolerance for exposure to biological hazards (e.g., blood, bodily fluids).
• Ability to wear personal protective equipment (PPE) when necessary.
• Strong verbal and non-verbal communication skills for interacting with patients and healthcare team members.

• High School Diploma or GED required.
• Certification/registration as a Medical Assistant (e.g. CMA, AAMA, RMA, AMT, NAHP) required. If not currently certified/registered, must become certified/registered within 120 days of date of hire. 
• Current CPR certification by the American Heart Association or the American Red Cross required.
• Must maintain MA and CPR certification/registration during duration of employment in this position.
• Completion of an accredited Medical Assistant training program required.
• 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.

• Certified/ Registered MA preferred.

Classified Title: Patient Service Coordinator/Medical Assi 
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: Monday-Friday 8:00am-5:30pm 
Exempt Status: Non-Exempt 
Location: School of Medicine Campus 
Department name: ​​​​​​​SOM Oto Clinic  
Personnel area: School of Medicine