Access Team Lead

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

Job summary

Ein etabliertes Unternehmen im Gesundheitswesen sucht einen Access Team Lead, der die Mission und Werte des Unternehmens verkörpert. In dieser spannenden Rolle sind Sie verantwortlich für die Bereitstellung außergewöhnlicher Kundenservice, die Koordination von Patientenanfragen und die Unterstützung bei der Schulung neuer Mitarbeiter. Mit einem Fokus auf Teamarbeit und Kommunikation tragen Sie zur Verbesserung der Patientenerfahrung bei. Wenn Sie eine Leidenschaft für den Gesundheitssektor haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Tuition Reimbursement

Loan Forgiveness

401(k) Matching

Lifecycle Benefits

Qualifications

• Mindestens zwei Jahre Erfahrung im Kundenservice oder in der Patientenbetreuung.
• Starke Kommunikationsfähigkeiten und Problemlösungsfähigkeiten.

Responsibilities

• Bereitstellung hervorragender Kundenservice zur Schaffung eines positiven ersten Eindrucks.
• Koordination mit Krankenhausabteilungen zur effektiven Terminplanung.

Skills

Kundenservice

Interpersonelle Fähigkeiten

Problemlösungsfähigkeiten

Organisatorische Fähigkeiten

Analytische Fähigkeiten

Multitasking

Education

Bachelorabschluss

Tools

Epic

Computeranwendungen

Job description

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits, including tuition reimbursement, loan forgiveness, 401(k) matching, and lifecycle benefits. Join us in our pursuit of better healthcare.

Job Description

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

Responsibilities

1. Standards of Performance - Northwestern Medicine Values, Patient Satisfaction, and Service Excellence:
   • Practice Patients First philosophy and uphold high standards of customer service, setting an example for peers and fostering a team environment.
   • Respond to questions and concerns promptly.
   • Report extraordinary issues to the Team Lead or Operations Coordinator.
   • Maintain patient confidentiality per HIPAA regulations.
2. Specific Responsibilities:
   • Provide exceptional customer service to create a positive first impression.
   • Exceed consumer requests and escalate issues as needed.
   • Accurately collect and verify patient demographic information.
   • Coordinate with hospital departments and physician offices to schedule and guide patients effectively.
   • Schedule appointments and perform medical necessity checks, communicating options to patients if issues arise.
   • Facilitate pre-authorizations for diagnostic exams using online tools and direct communication.
   • Inform patients of financial issues and complete out-of-pocket estimations upon request.
   • Provide training and education as needed.
   • Manage work schedule efficiently, completing tasks on time.
   • Participate in quality assurance reviews and utilize service recovery skills to resolve issues.
   • Follow department and hospital policies and procedures.
3. Communication and Collaboration:
   • Communicate effectively with patients regarding referrals and insurance questions.
   • Collect authorization numbers and provide support across units/departments.
   • Attend meetings within the NM campus as required.
   • Promote teamwork and respect diverse opinions.
   • Support staff and internal customers with excellent service.
4. Technology:
   • Use online systems to verify orders and insurance eligibility.
   • Document instructions accurately in Epic.
   • Use computer applications efficiently.
5. Efficiency, Process Improvement, and Business Growth:
   • Proactively prevent issues by verifying test details and patient information.
   • Ensure complete and accurate registration data.
   • Participate in quality improvement activities and suggest process enhancements.
   • Monitor registration and scheduling processes to meet standards.
   • Share workflow knowledge and assist in training new staff.
6. Leadership Responsibilities:
   • Assist in staff training, onboarding, and development.
   • Ensure staff compliance with policies and procedures.
   • Identify and escalate operational or patient issues.
   • Coordinate staffing and monitor performance metrics.
   • Support system maintenance and troubleshoot issues.
   • Participate in staff meetings and development programs.
   • Handle responsibilities related to hiring, performance evaluations, and employee relations.

Qualifications

Required:

• At least two years of experience in customer service or patient relations.
• Strong interpersonal and communication skills.
• Problem-solving skills.
• Positive performance reviews if internal applicant.
• Effective reading and communication in English.
• Basic computer skills and typing at 40 wpm.
• Ability to multi-task and provide excellent customer service.
• Strong organizational and analytical skills.

Preferred:

• Bachelor's degree.
• Knowledge of healthcare finance or insurance.
• Experience in healthcare scheduling or registration.
• Coding certification or NAHAM certification.
• Experience in revenue cycle management.
• Knowledge of medical terminology and Epic systems.

Additional Information

Northwestern Medicine is an equal opportunity employer and values diversity and inclusion in the workplace.

Benefits

We offer comprehensive benefits to support our employees' physical, emotional, and financial well-being. Visit our Benefits section for more details.