Patient Access Ops Coordinator

Northwestern Memorial Healthcare • Geneva, IL

1d

About The Position

The Patient Access Ops Coordinator supports the mission, vision, and values of Northwestern Medicine and provides exceptional customer service to consumers, helping create a positive first impression. The role supports patient access operations by coordinating staff scheduling and coverage, allocating resources, supporting employee development, monitoring performance and quality, and identifying opportunities to improve service and efficiency. The coordinator also performs patient registration and scheduling-related work, including verifying information and insurance, monitoring transactions, and ensuring procedures are followed. The position may involve working across multiple worksites and completing other duties assigned by the manager.

Requirements

• Four to seven years of increasingly responsible experience in a related health care or customer service setting.
• Excellent interpersonal verbal communication skills.
• Excellent problem-solving skills.
• Internal applicants must have received favorable annual performance reviews in 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 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, and help keep policies and procedures current.
• Provide one-to-one coaching and mentoring, lead training and coaching exercises, and support staff development.
• Coordinate staff schedules and coverage, potentially across multiple worksites.
• Identify, analyze, and communicate key issues and trends, and report findings and recommendations to management.
• Provide management with input on budgets, staffing, cost-containment strategies, and capital needs.
• Conduct monthly attendance reviews and monitor staffing, operations, performance, and goals on a daily basis.
• Assist with employee engagement efforts and plans to achieve patient satisfaction goals.
• Ensure staff compliance with Rules of Personal Conduct.
• Facilitate multidisciplinary collaboration for patient care and interdepartmental problem solving and service delivery.
• Develop tools to support staff and improve efficiency.
• Provide input into staff performance reviews and, with the manager, participate in conducting reviews.
• Review and approve Automated Time Reports for accuracy.
• Assess and communicate staff development needs to the manager and provide feedback for periodic individual evaluations.
• Coach and motivate 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 or technology, build support for them, and assist with implementation to improve productivity, effectiveness, quality, customer service, and cost or risk outcomes.
• Proactively verify patient visit details, including test type, preparation requirements, conflicts with other tests, time and location, and relevant information; document order retrieval for check-in staff.
• Collect, verify, and update the critical data required for complete registration in the registration system.
• Understand 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.
• Monitor registration and scheduling, including insurance verification, and adjust processes as needed to meet quality standards.
• 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