Access Team Lead
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Chicago, IL 60290
STANDARDS OF PERFORMANCE:
NORTHWESTERN MEDICINE VALUES, PATIENT SATISFACTION, AND SERVICE EXCELLENCE:
Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere. Responds to questions and concerns. Forwards, directs and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary. Maintains patient confidentiality per HIPAA regulations.
Provides exceptional customer service to consumers which establish a positive first impression of Northwestern Medicine. Exceed all consumer requests and alert 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 physician s offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner. Reaches out to patients to schedule an appointment as defined. Performs medical necessity checks as necessary for scheduled services, communicates options to patient if appointment fails. Facilitates the pre-authorization of diagnostic exams, between referring physicians and insurance carriers, through the use of online tools, work lists, and direct phone calls as necessary. 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. Cross-training between various departments may take place to ensure coverage. Participates in Quality Assurance reviews to ensure integrity of patient data information. Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks. Other duties as assigned.
COMMUNICATION AND COLLABORATION:
Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations
Assesses and communicates staff development needs to Operations Coordinator to support periodic individual evaluations of staff. Develops, coordinates, presents and participates in staff education and training programs including new system deployment and go-live support. Provides material and helps develop agendas for routine staff meetings. Maintains customer service objectives. Assumes delegated responsibilities in the absence of the Operations Coordinator. Assist Operations Coordinator/Manager with responsibilities that include interviewing, hiring, training, progressive discipline, dismissals, performance appraisals, and employee relations. Assist Operations Coordinator/Manager on the development and implementation of policies and procedures as needed to support Service Center functions. Ensures staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary.
Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability or sexual orientation.
Employer’s Job# 0062039
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