Patient Access Ops Coordinator

Northwestern Memorial Healthcare • Lake Forest, IL

8d

About The Position

The Patient Access Ops Coordinator reflects Northwestern Medicine’s mission, vision, and values, adheres to its Code of Ethics and Corporate Compliance Program, and complies with applicable policies, procedures, guidelines, and regulatory and accreditation standards. The role provides exceptional customer service to consumers, establishes a positive first impression, responds to internal and external requests, and alerts management to issues requiring escalation.

The coordinator supports day-to-day patient access operations and staff performance, including scheduling and allocating coverage, coaching and training employees, monitoring quality and productivity, supporting patient satisfaction, and helping improve department processes and efficiency. The position may require working across multiple worksites. Hours are 9:30 a.m. to 6 p.m., with rotating on-call weekends.

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.
• Internal applicants must have received favorable annual performance reviews during 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.
• Customer-service orientation.
• 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 staff training, progressive discipline, dismissals, performance appraisals, and employee relations.
• Schedule staff and allocate resources across operating hours to support patient access satisfaction, provider and staff productivity, cost savings, and operational efficiency.
• Ensure staff can access necessary policies, procedures, training, and other resources; help keep policies and procedures current.
• Provide one-to-one coaching and mentoring, and lead training and coaching exercises to improve employee skills.
• Coordinate staff schedules and coverage to achieve optimum coverage, potentially across multiple worksites.
• Identify, analyze, and communicate key issues and trends; report findings and recommendations to management.
• Provide management input on budgets, staffing, cost containment strategies, and capital needs.
• Provide monthly attendance reviews and track daily staffing, operations, performance, and goals.
• Assist with employee engagement initiatives and plans to meet patient satisfaction goals.
• 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 reviews.
• Review and approve Automated Time Reports for accuracy.
• Assess and communicate staff development needs to the manager and provide feedback supporting 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 and investigate opportunities for new tools and technology, support their implementation, and help improve productivity, effectiveness, quality, customer service, risk reduction, and cost efficiency.
• Help prevent patient-visit issues by verifying tests, preparation requirements, test conflicts, times, and locations; communicate relevant information and document order retrieval for check-in staff.
• Collect and verify the minimum required registration data and update it in the registration system.
• Understand departmental and individual quality metrics; analyze account activity, identify problems, and initiate appropriate resolutions.
• Evaluate procedures and suggest improvements to customer service and operational efficiency; participate in quality-improvement activities and recommend process improvements.
• Monitor registration and scheduling, including insurance verification, to ensure prescribed quality standards; adjust processes as needed.
• Use organizational and departmental resources efficiently.
• Serve as a training resource for new staff and share process and workflow information with coworkers.
• Complete other duties assigned by the manager.

Benefits

• Competitive benefits, including tuition reimbursement, loan forgiveness, and 401(k) matching.
• A wide range of benefits intended to support employees’ 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