Patient Access Team Lead

Northwestern Medicine Central DuPage Hospital; Winfield (IL); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Tuition reimbursement

Student loan repayment

Professional development

Wellbeing fund

401(k) matching

Medical/dental/vision

Life insurance

Paid time off

Job summary

Northwestern Medicine Central DuPage Hospital is seeking an Access Team Lead to oversee patient scheduling, registration, and related front-line services. You will ensure accurate data, coordinate with departments, and guide staff to deliver compassionate, efficient care.

The role emphasizes HIPAA compliance, quality metrics, and excellent customer service. You will train staff, handle escalations, and improve processes to support timely access to care across NM campuses.

Qualifications

• Minimum of two years experience in customer service or patient relations.
• Excellent interpersonal and verbal communication skills.
• Excellent problem solving skills.
• Received favorable annual performance reviews if internal applicant in the past one to two years.
• 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

• 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 physicians 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.

Skills

Customer service

Patient relations

Excellent communication

Problem solving

Multitasking

Typing 40 wpm

English proficiency

Organizational skills

Time management

Analytical skills

Interpersonal skills

Education

Bachelor's degree

Tools

Epic

Job description

Northwestern Medicine Central DuPage Hospital is seeking an Access Team Lead to oversee patient scheduling, registration, and related front-line services. You will ensure accurate data, coordinate with departments, and guide staff to deliver compassionate, efficient care.

The role emphasizes HIPAA compliance, quality metrics, and excellent customer service. You will train staff, handle escalations, and improve processes to support timely access to care across NM campuses.