Patient Service Rep-Oncology Infusion Scheduling Full-time

Northwestern Memorial Healthcare • Warrenville, IL

7h • $19 - $24 • Onsite

About The Position

This Patient Services Representative role at Northwestern Medicine involves collaborating closely with the clinical team to accurately schedule and coordinate infusion appointments for oncology patients, ensuring alignment with their treatment plans and clinic availability. The representative will work directly with nurses and physicians to facilitate timely administration of treatments and necessary follow-up appointments. The position requires strong communication, interpersonal, and organizational skills to manage multiple schedules efficiently in a fast-paced environment, with a keen attention to detail. Beyond scheduling, the role encompasses comprehensive customer service functions within a medical practice office, both over the phone and in person. This includes patient registration, verifying insurance information, collecting co-pays and outstanding balances, and managing patient calls. The representative is expected to uphold Northwestern Medicine's mission, vision, values, Code of Ethics, and Corporate Compliance Program, adhering to all relevant policies, procedures, guidelines, and regulatory standards. Additional business office responsibilities include coordinating outside testing, serving as a liaison between patients and the practice, providing backup for scheduling, completing daily reconciliation reports, managing patient charts, filing test results, liaising with company representatives, reviewing Epic charts for consents and current insurance, and responding to medical record requests.

Requirements

• High school diploma or GED equivalent.
• Zero (0) to two (2) years’ experience in a customer service position.
• Strong communication and interpersonal skills to interact effectively with patients and healthcare professionals.
• Excellent organizational skills to manage multiple schedules and priorities efficiently.
• Ability to work in a fast-paced environment with attention to detail.

Nice To Haves

• Bachelor’s degree.
• One to three years prior Physician office experience required.
• Working knowledge of medical terminology.

Responsibilities

• Collaborate closely with the clinical team to accurately schedule and coordinate infusion appointments according to patients' treatment plans and clinic availability.
• Work directly with nurses and physicians to ensure that schedules are aligned with patient care needs, including the timely administration of treatments and any necessary follow-up appointments.
• Reflect the mission, vision, and values of NM, adhere to the organization’s Code of Ethics and Corporate Compliance Program, and comply with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
• Perform customer service functions in the medical practice office.
• Ensure highest level of customer service is provided to the patients and company representatives over the phone and in person.
• Perform business office responsibilities.
• Greet patients as they enter the office.
• Obtain required patient information and perform patient registration, including verifying insurance information and collecting co-pays and outstanding balances.
• Obtain and update patient demographic information and company information from all patients.
• Answer phone and schedule appointments.
• Direct and document patient calls as appropriate.
• Coordinate scheduling of outside testing for patients.
• Serve as liaison between patient and practice.
• Provide back-up for scheduling appointments.
• Perform all aspects of daily work in a manner which contributes to and ensures an environment of patient safety and confidentiality.
• Complete daily reconciliation report to assure charges have been entered correctly.
• Pull charts and readies them for the next day appointments; file completed patient charts daily.
• File test/procedure results inpatient's medical record after physician has signed off on the results.
• Liaison with company representatives or potential employees to assure correct services are provided.
• Review Epic chart prior to patient appointments making sure consents are within the past 12 months and the insurance card is current.
• Respond to all medical record requests from patients, insurance companies, physician offices, subpoenas, and legal requests per protocol.

Benefits

• Competitive benefits
• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• Lifecycle benefits
• Wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.
• Sign-on Bonus Eligibility (if sign-on bonus offered for position)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees