Job Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Job Description

The Customer Service Coordinator reflects the mission, vision, and values of Northwestern Medicine Health Care, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Provides patient activity coordination, patient flow direction and problem solving. Acts as a patient advocate and serves as a liaison between the assigned department and other hospital departments. Typical duties may include monitoring of daily operations, appointment coordination, organization of paperwork, computerized order entry, telephone triage and coordination of patient encounter information.

Responsibilities:

• Greets and establishes positive first impressions with department patients, establishing a role as patient advocate, in accordance with Patient’s First service standards.
• Interacts with various hospital departments and physician’s offices to effectively direct patients in a patient/customer friendly manner.
• Politely and promptly answers and appropriately triages department telephone calls.
• May enter laboratory and diagnostic testing orders on computer systems.
• Schedules patients for physician and hospital encounters using the Epic scheduling system.
• Correctly identifies and collects patient demographic information in accordance with hospital standards.
• Coordinates patient referrals, insurance referrals and consultations.
• Maintains department medical record systems.
• Distributes department correspondence.
• Encourages teamwork through interdepartmental communication.
• Identifies potential problems and notify the manager.
• Organizes paperwork for patients by gathering the necessary materials and monitoring progress.
• Provides administrative support to clinical staff
• Performs other duties as assigned.

Qualifications

Required:

• High school diploma
• Minimum of one year experience in customer service or patient relations
• Excellent interpersonal verbal communication skills

Preferred:

• Degree or additional training in business, communication or healthcare
• Computer data-entry/typing experience
• Experience in a healthcare setting.
• Experience with automated patient scheduling, specifically Epic-based platforms.
• Bilingual language skills
• Excellent problem-solving skills

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

If we offer you a job, we will perform a background check that includes a review of any criminal convictions. A conviction does not disqualify you from employment at Northwestern Medicine. We consider this on a case-by-case basis and follow all state and federal guidelines.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our  Benefits section to learn more.

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