Company 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 Resource Coordinator, Imaging Support Services reflects the mission, vision, and values of NM, 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 serves as a resource for patient support and imaging support staff. This role provides outstanding and professional Customer Service to all internal and external customers.

Responsibilities:

• Provides leadership and direction for imaging support staff.
• Serves as a resource for other patient liaisons.
• Provides leadership in “Patients First”, the Guiding Principles and “AIDET” standards through modeling behaviors and coaching others.
• Maintains patient confidentiality per HIPAA regulations.
• Coordinates patient flow through the department; resolves various scheduling issues.
• Maintains status as an administrative user in all imaging systems.
• Troubleshoots and assists staff with complex calls and issues.
• Serves as a primary point of contact for referring physicians, attending physicians, radiologists, and all other hospital personnel regarding imaging scheduling.
• Assists Manager with data collection and analysis related to physician productivity and resource utilization.
• Represents the department in handling issues, complaints, and grievances, investigating and resolving issues, including those that affect scheduling workflows and thereby patient care.
• Assists in the direction and control of system activities and operations within radiology.
• Works closely with financial services to alleviate imaging billing problems.
• Supports quality assurance programs for the department.
• Provides end-user training, education, and testing of users for department scheduling.
• Assists in fixing studies with demographic errors. Splits/merges images into and out of folders and applications. Monitors and assists in preparing, fetching, acquisition, and transmission of images as necessary to and from all PACS/RIS related clinical equipment.
• Works through the unread exam list to ensure pending cases are assigned.
• Participates in departmental quality improvement activities
• Provides ideas and suggestions for process improvements within the department
• Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards
• Assists with scheduling patients, updating insurance and demographic information, performing medical necessity checks as appropriate, and verifying the authorizations were initiated by the physician’s office.
• Educate patients regarding policies, procedures, expectations, and financial responsibilities.
• May perform other duties as assigned.

Qualifications

Required:

• High School diploma or GED equivalent
• Experience with imaging systems in the HIS/RIS/PACS arena.
• Minimum of two years’ experience in customer service or patient relations
• Excellent interpersonal verbal communication skills
• Excellent problem solving skills.

Preferred:

• Associates or Bachelor’s degree.
• Previous supervisory experience.
• Financial aptitude, business orientation or experience/knowledge of hospital-based patient management/patient accounting systems
• Knowledge of medical terminology
• Epic experience
• Healthcare Finance and/or Healthcare Insurance knowledge
• Experience in a healthcare setting, especially patient scheduling and/or registration

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.