Description

The Resource Coordinator, Patient Services reflects the mission, vision, and values of Northwestern Medicine, 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.

The Resource Coordinator, Patient Services serves as a resource for patient service and administrative staff and represents the clinic as needed. This role will consistently demonstrate exemplary customer service when assisting patients and guests.

Responsibilities:

• Serves as a resource for Patient Service Representatives, Patient Liaisons, and other patient services/administrative staff.
• Helps coordinate the daily activities of the department. Provides advice and assistance in handling special situations or problems. Monitors department operations and take appropriate action as necessary to ensure efficient and effective completion of all tasks and projects.
• Trains new staff and performs staff education to others as requested.
• Coordinates staffing schedules and troubleshoots daily issues.
• Works closely with management to provide feedback and assessment of work product for staff.
• Represents patient services and admin staff at trainings/meetings as needed and provides updates to staff.
• Support operational changes to meet service needs, goals and objectives.
• Functions within the scope of patient services/admin role. May include:
  • Communicates with patients and guests including greeting them upon arrival, confirming identity and providing necessary information related to their visit.
  • Completes check-in/out functions as directed.
  • Confirms and updates patient identification and demographic/insurance information.
  • Completes patient registration as needed.
  • Obtains patient consents/authorizations.
  • Collects co-payments, past due balances and point of service payments.
  • Posts payments, process billing information and perform “end of day” cash drawer closing.
  • Keeps waiting area clean and comfortable.
  • Informs patients of any delays or changes in appointment status.
  • Schedules/reschedules patients as needed.
  • Manages template changes/restructuring and new template requests
• May perform other duties as assigned.

Qualifications

Required:

• High school diploma or GED equivalent.
• 3 years of previous experience in a customer service position.

Preferred:

• Bachelor’s degree.
• 1 year experience with patient registration or similar role.
• Previous experience in a healthcare setting.
• Working knowledge of medical terminology.
• Bilingual.

Equal Opportunity

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.