Access Team Lead

Northwestern Medicine Delnor Hospital; Geneva (IL); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Access Team Lead to enhance patient interactions and service excellence. This role involves coordinating patient schedules, ensuring compliance with regulations, and fostering a supportive team environment. The ideal candidate will possess strong customer service skills and a commitment to improving processes within a healthcare setting. Join a forward-thinking organization dedicated to delivering high-quality patient care and experience personal and professional growth in a dynamic environment.

Benefits

Health Insurance

Retirement Plan

Paid Time Off

Employee Assistance Program

Qualifications

• Minimum of two years in customer service or patient relations.
• Ability to communicate effectively in English and basic computer skills.

Responsibilities

• Provides exceptional customer service to create a positive first impression.
• Coordinates with hospital departments to schedule and direct patients efficiently.

Skills

Customer Service

Communication Skills

Problem-Solving

Interpersonal Skills

Education

Bachelor's Degree

Tools

Epic

Job description

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Description

The Access Team Lead role reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

Responsibilities

Standards of Performance - Northwestern Medicine Values, Patient Satisfaction, and Service Excellence:

• Consistently practices Patients First philosophy and adheres to high standards of customer service, fostering a team atmosphere and responding to questions and concerns.
• Forwards, directs, and notifies the Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPAA regulations.

Specific Responsibilities

• Provides exceptional customer service to create a positive first impression of Northwestern Medicine.
• Exceeds consumer requests and escalates issues when necessary.
• Accurately collects and verifies patient demographic information.
• Coordinates with hospital departments and physician offices to schedule and direct patients efficiently.
• Schedules appointments, performs medical necessity checks, and communicates options to patients.
• Facilitates pre-authorizations for diagnostic exams and informs patients of any issues with their financial accounts.
• Completes out-of-pocket estimations and provides training and education as needed.
• Manages work schedules efficiently, completes tasks on time, and participates in quality assurance reviews.
• Uses effective service recovery skills and adheres to department policies and procedures.

Communication and Collaboration

• Communicates effectively with patients and internal staff, resolving operational issues and participating in meetings.
• Respects diverse opinions and styles, and provides support to staff and internal customers.

Technology

• Utilizes online systems for order retrieval, insurance verification, and documentation in Epic.
• Ensures all computer applications are used efficiently.

Efficiency, Process Improvement, and Business Growth

• Proactively prevents issues, verifies data, and suggests process improvements.
• Participates in quality improvement activities and monitors registration and scheduling processes.
• Acts as a resource for training and sharing workflow information.

Leadership Responsibilities

• Assists with staff training, onboarding, and development.
• Ensures staff compliance with policies and procedures.
• Coordinates troubleshooting, staffing, and performance monitoring.
• Supports policy development, staff education, and performance evaluations.
• Performs other duties as assigned, including assisting with hiring, training, and employee relations.

Qualifications

Required:

• Minimum of two years in customer service or patient relations.
• Excellent interpersonal, communication, and problem-solving skills.
• Favorable performance reviews (if internal applicant).
• Ability to communicate effectively in English and basic computer skills.
• Typing speed of 40 wpm, multi-tasking ability, and customer service orientation.

Preferred:

• Bachelor's degree.
• Healthcare finance or insurance knowledge.
• Experience in healthcare settings, coding certification, or NAHAM certification.
• Experience with Epic and hospital-based patient management systems.

Additional Information

Northwestern Medicine is an equal opportunity employer. We offer a wide range of benefits to support your well-being. Visit our Benefits section to learn more.