Dorethea Knight
Parkville,MD
Summary
Well-spoken and educated Sr. Medical Office Coordinator with outstanding phone and email communication skills. Versed in HIPAA and patient privacy regulations. Communicates well with other practices and offices to coordinate medical records and referrals.
Overview
8
8
years of professional experience
Work History
Sr. Medical Office Coordinator
Johns Hopkins University
04.2021 - Current
- Maintained a high level of confidentiality by handling sensitive patient information with discretion and care.
- Communicated with patients, insurance companies and providers through phone calls, emails and office drives concerning formularies and coverage limits.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally.
- Addressed complaints made by patients and staff by escalating issues to supervision for further investigation.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Updated patient records with accurate, current insurance policy information.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Professionally and efficiently handle incoming requests from patients and ensure that the issues are resolved promptly and thoroughly. Requires unwavering professional phone etiquette and in-person verbal communication with patients, family members, visitors, care partners, providers, counselors, and all other clients of the Department of Genetic Medicine clinical practice.
- Gather patient information, fulfill patient needs, educate patients, family members and care partners, where applicable.
- Provide high-quality service and support in a variety of areas which may include, but not limited to scheduling, registration, insurance authorization, intake packets, medical records information, and care coordination within the clinical practice and with external clinical caregivers.
- Use automated systems (e.g., EPIC, Medgis, phone systems, etc) to manage provider templates, complete patient scheduling, complete pre-registration, check-in and check-out, and document all phone encounters, conversations, and inquiries in the medical record. Use automated systems to relay messages to patients and to providers regarding patient care and patient inquiries.
- Coordinate follow up office visits by providing information about treatment and test locations, scheduling follow up appointment times, sending appropriate paperwork and documentation, and calling patients to remind them of upcoming appointments.
- Relays information to patients regarding preparation for laboratory tests and examinations, and what they can expect on the day of their visit. Visits may be either in person or via video (telemedicine) and appropriate preparatory documentation must be provided by the coordinator to the patient and/or care partner involved in their care.
- Maintains familiarity with various types of medical insurance and how and when to obtain insurance prior authorization for office visits with providers and Genetic Counselors, as well as for genetic testing that may be requested prior to or at the time of the visit.
- Provides administrative support for medical matters on behalf of Physicians and Genetic Counselors. Administrative support includes, but is not limited to, handling outgoing and incoming faxes, organizing medical records, filing, answering phones, calling patients, sending emails/Epic messages/MyChart messages to patients and providers, handling office outgoing and incoming mail, picking up samples for testing from various on-site locations, etc.
- Provides routine office support: answers phone, greets visitors, maintains calendar, arranges meetings, sorts and responds to mail, files, maintains office equipment; promptly alerts Clinic Manager, Genetic Counselor Manager, and/or other senior manager or Administrator of any issues or concerns that arise.
- Assist with the financial clearance of appointments, imaging, and testing as needed and when assigned by the Clinic Manager. This position will cross-train between routine medical office coordinating activities and financial clearance for medical appointments and will be expected to assist with financial clearance as needed.
- Pick up patient specimens in a timely manner when assigned and/or when requested to do so by any provider in the clinical practice. Patient specimens may be located at any of several locations within the hospital campus.
- Monitor provider schedules for out-of-state video visits that may require the provider to have a medical license in the state where the patient resides.
- Prospectively review schedules for all assigned providers and ensure that schedules are filled (without open slots). If schedules have openings, work with Access Services to fill these slots before others are filled so that each provider's schedule utilization is maximized.
- Learn and understand each of the department's Key Performance Indicators and practice continual performance improvement for ensuring the department achieves high-quality indicator scores.
- Perform other duties as assigned.
Patient Access Specialist II
Johns Hopkins Hospital
12.2016 - 04.2021
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collected and validated patient demographics and insurance information.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Education
No Degree - Information Processing
Advanced Career Training
Baltimore, MD02.1992
Skills
- HIPAA Compliance
- Patient Scheduling
- Insurance Verification
- Office Management
- Appointment Setting
- Healthcare administration
- Customer Service
- Understanding of medical terminology
- Follow-up skills
- Chart updates
- Multitasking and Organization
- Team Leadership
- Customer Service Management
- Eligibility Determination
- Insurance Coverage Verification
Timeline
Sr. Medical Office Coordinator
Johns Hopkins University
04.2021 - Current
Patient Access Specialist II
Johns Hopkins Hospital
12.2016 - 04.2021
No Degree - Information Processing
Advanced Career Training
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