Access Team Lead

Northwestern Medicine • Geneva, IL

266d

About The Position

The Access Team Lead 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.

Requirements

• Minimum of two years experience in customer service or patient relations.
• Excellent interpersonal and verbal communication skills.
• Excellent problem solving skills.
• Received favorable annual performance reviews if internal applicant in the past one to two years.
• Ability to read and communicate effectively in English.
• Basic Computer Skills.
• Ability to type 40 wpm.
• Excellent verbal and written communication skills.
• Ability to multi-task.
• Customer Service Oriented.
• Excellent organizational, time management, analytical, and problem solving skills.

Nice To Haves

• Bachelors degree.
• Healthcare Finance and/or Healthcare Insurance Knowledge.
• Experience in a healthcare setting, especially patient scheduling and/or registration.
• Coding Certification.
• Certified Healthcare Associate Designation (NAHAM).
• Two - four years of progressive experience in a revenue cycle setting.
• Financial aptitude, business orientation or experience/knowledge of hospital based patient management/patient accounting systems.
• Knowledge of medical terminology.
• Epic experience.

Responsibilities

• Consistently practices Patients First philosophy and adheres to high standards of customer service.
• Responds to questions and concerns, forwarding issues to Team Lead or Operations Coordinator as necessary.
• Maintains patient confidentiality per HIPAA regulations.
• Provides exceptional customer service to consumers, establishing a positive first impression of Northwestern Medicine.
• Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Interacts with various hospital departments and physicians' offices to effectively schedule and direct patients.
• Reaches out to patients to schedule appointments as defined.
• Performs medical necessity checks for scheduled services and communicates options to patients.
• Facilitates the pre-authorization of diagnostic exams between referring physicians and insurance carriers.
• Informs patients of any issues with securing the financial account for their encounter.
• Completes out-of-pocket estimations as requested by patients.
• Provides training and education as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by manager.
• Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Uses effective service recovery skills to solve problems or service breakdowns.
• Communicates information to patients regarding physician referrals and insurance referrals.
• Collects authorization numbers in appropriate systems as applicable.
• Provides a professional and constructive environment for communication across units/departments.
• Attends intra/interdepartmental meetings as necessary.
• Demonstrates teamwork by helping co-workers within and across departments.
• Utilizes multiple online order retrieval systems to verify or print the patient's order.
• Verifies insurance eligibility and benefit levels through online tools or over the phone.
• Completes accurate handoff instructions and notes to scheduling staff.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
• Assists Operations Coordinator with staff training and development.
• Ensures staff understanding and compliance of NM policies and procedures.
• Identifies potential problems and notifies the Operations Coordinator and Manager.
• Coordinates advanced troubleshooting to staff when issues arise.
• Serves as first line of assistance to staff.
• Helps coordinate and supervise section staffing to ensure sufficient coverage.
• Monitors queues to make real-time adjustments as necessary.
• Assures that all computer systems and technology are consistently working properly.
• Identifies and communicates key issues and trends to Operations Coordinators.
• Develops, coordinates, presents and participates in staff education and training programs.
• Maintains customer service objectives.

Benefits

• Wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree