Patient Access Ops Coordinator

Northwestern Memorial Healthcare • Geneva, IL

2d • $27 - $40

About The Position

The Patient Access Ops Coordinator reflects Northwestern Medicine’s mission, vision, and values and complies with its Code of Ethics, Corporate Compliance Program, applicable policies, and regulatory and accreditation standards. The role provides exceptional customer service and a positive first impression for patients and other consumers, addresses requests, and escalates concerns when appropriate.

The coordinator supports daily patient access operations by scheduling staff, coordinating coverage and resources, monitoring performance and quality, and helping the team meet patient satisfaction, productivity, and efficiency goals. The role provides staff training, coaching, mentoring, and development support; contributes to employee engagement and performance processes; and communicates operational issues, trends, staffing needs, budget considerations, and recommendations to management.

The position also supports registration and scheduling quality, including insurance verification, complete and accurate registration data, review of daily transactions, and preparation for patient visits. It develops or supports process improvements and operational tools, handles routine technical needs, gathers information for reports, and collaborates across departments to improve patient care and service delivery.

Requirements

• Four to seven years of increasingly responsible experience in a related health care or customer service setting.
• Excellent interpersonal and verbal communication skills.
• Excellent problem-solving skills.
• For internal applicants, favorable annual performance reviews within the past one to two years.
• Ability to read and communicate effectively in English.
• Basic computer skills.
• Ability to type 40 words per minute.
• Excellent verbal and written communication skills.
• Ability to multitask and a customer-service-oriented approach.
• Excellent organizational, time-management, analytical, and problem-solving skills.

Nice To Haves

• Strong leadership, organization, planning, and time-management skills.
• Strong personal computer skills, including Word, Excel, PowerPoint, and Visio.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Training experience.
• Demonstrated problem-solving skills.
• Technical competence in appropriate health care provider areas.
• Supervisory experience or training.

Responsibilities

• Assist with training, progressive discipline, dismissals, performance appraisals, and employee relations.
• Schedule staff and allocate resources across operating hours to support patient access satisfaction, provider productivity, staff productivity, cost savings, and operational efficiency.
• Ensure staff can access required policies, procedures, training, and other resources; help keep policies and procedures current; and provide one-to-one coaching and mentoring.
• Coordinate staff schedules and coverage, potentially working at multiple worksites.
• Identify, analyze, and communicate key issues and trends, and report findings and recommendations to management.
• Provide management with input on budget issues, staffing, cost-containment strategies, and capital needs.
• Provide monthly attendance reviews to staff.
• Monitor daily staffing, operations, performance, and goals.
• Help lead or develop employee engagement participation and improvement efforts.
• Help develop plans with the team, Team Lead, and Manager to meet patient satisfaction goals.
• Lead employee training and coaching to improve skills.
• Ensure staff compliance with Rules of Personal Conduct.
• Facilitate multidisciplinary collaboration in patient care and interdepartmental problem-solving and service delivery.
• Develop tools to support staff and improve efficiency.
• Provide input into staff performance reviews and may participate with the manager in conducting them.
• Review and approve Automated Time Reports for accuracy.
• Complete other duties assigned by the manager.
• Assess and communicate staff development needs to the manager and provide feedback to support periodic individual evaluations.
• Coach, motivate, and develop staff to support department goals and organizational success.
• Plan, execute, and resolve routine technical needs of the unit, including phones, copiers, fax machines, and PCs.
• Gather information for departmental reporting and produce reports as required.
• Monitor daily transaction activity for compliance with procedures.
• Identify, investigate, and support implementation of tools and technology to improve productivity, effectiveness, quality, and customer service, and to reduce risk or costs.
• Help prevent patient-visit issues by verifying test type, required preparations, potential conflicts, time and location, and relevant information, and by documenting order retrieval for check-in staff.
• Collect, verify, and update critical registration information in the registration system, ensuring the minimum data set is complete.
• Understand departmental and individual quality metrics.
• Analyze account activity, identify problems, and initiate appropriate actions or resolutions.
• Evaluate procedures and suggest improvements to customer service and operational efficiency.
• Participate in departmental quality-improvement activities and suggest process improvements.
• Monitor registration and scheduling, including insurance verification, to ensure work meets prescribed quality standards; adjust processes as needed.
• Use organizational and unit or department resources efficiently.
• Serve as a training resource for new staff and share process and workflow information with coworkers.

Benefits

• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• Lifecycle benefits
• A range of benefits intended to support physical, emotional, and financial well-being and provide protection for unexpected life events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed