Patient Access Operations Lead

Northwestern Medicine; Geneva (IL); On-site; USD 52,000 - 76,000; Full time

Job summary

Northwestern Medicine is seeking a Patient Access Ops Coordinator to support patient access, scheduling, and service excellence. You will oversee staffing, ensure policy compliance, and coordinate interdepartmental communication to maximize patient satisfaction.

Qualified candidates bring strong customer service experience, English proficiency, and solid computer skills. This role requires multitasking, budgeting input, and ongoing coaching to improve performance and engagement across sites.

Qualifications

• Four to seven years of increasingly responsible positions within a related health care or customer service setting.
• Excellent interpersonal verbal communication skills.
• Excellent problem solving skills.
• Ability to read and communicate effectively in English.
• Basic computer skills.
• Ability to type 40 wpm.
• Excellent verbal and written communication skills.
• Ability to multi-task.
• Customer service-oriented.
• Excellent organizational, time management, analytical, and problem solving skills.

Responsibilities

• Assists with training, progressive discipline, dismissals, performance appraisals, and employee relations.
• Schedule staff and allocate resources across hours of operation to maximize patient access satisfaction, provider productivity and efficiency, staff productivity, cost-savings, and operational efficiencies.
• Ensure 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. Provide one to one coaching and mentoring.
• Coordinates and manages staff scheduling and coverage to accomplish optimum coverage. This may involve walking and working in multiple worksites.
• Identifies, analyzes and communicates key issues/trends and reports findings and recommendations to management.
• Provides input to management on budget issues, staffing, cost containment strategies and capital needs.
• Provides staff with monthly attendance review.
• Works on a daily basis in regards to staffing, operations, performance and goal measurement and tracking.
• Assists in leading and/or developing employee engagement participation and improvement.
• Assists in leading and/or developing plans with team, Team Lead, and Manager to ensure patient satisfaction goals are met.
• Leads training and coaching exercises with employees to continuously improve skill sets.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Time management

Organizational skills

Analytical skills

English fluency

Multitasking

Typing 40 wpm

Basic computer skills

Teamwork

Interpersonal skills

Tools

Word

Excel

PowerPoint

Visio

Job description

Northwestern Medicine is seeking a Patient Access Ops Coordinator to support patient access, scheduling, and service excellence. You will oversee staffing, ensure policy compliance, and coordinate interdepartmental communication to maximize patient satisfaction.

Qualified candidates bring strong customer service experience, English proficiency, and solid computer skills. This role requires multitasking, budgeting input, and ongoing coaching to improve performance and engagement across sites.