Patient Experience Navigator

Northwestern Medicine group; Chicago (IL); On-site; USD 36,000 - 60,000; Full time

Job summary

Northwestern Medicine is seeking a Patient Liaison to oversee the service experience for all patients and to advocate on their behalf while ensuring optimal use of practice resources.

The role involves coordinating schedules, communicating with patients and staff, and supporting the Practice Manager with data collection and billing accuracy. A strong customer service background is essential.

Qualifications

• High School Diploma or GED equivalent.
• 2 years previous healthcare experience.
• Experience in a customer service role.
• Bachelor’s degree.
• Previous experience with an electronic medical record system.
• Knowledge of medical terminology.

Responsibilities

• Manages schedules to make best use of all resources including providers, rooms and equipment.
• Performs schedule maintenance activities such as opening and closing clinic templates and coordinates care alternatives for patients impacted by changes.
• Communicates with patients and/or clinical staff as necessary to ensure patient compliance with prescribed treatment plan.
• Assists Practice Manager with data collection and analysis related to physician productivity and resource utilization.
• Facilitates the resolution/prevention of billing errors and denials – including obtaining pre-certifications or referrals as needed.
• Registers patients and schedules or coordinates the scheduling of appointments.
• Provides patient education information and/or materials as needed.
• Maintains a strong relationship with patients, internal providers and staff, external hospital departments, physician offices and vendors.
• Answers all incoming inquiries from patients, providers, staff and others related to all aspects of practice operations.
• Conducts follow-up with patients to ensure compliance with all testing, prescriptions and the plan of care.
• May perform other duties as assigned.

Skills

Customer service

Communication

Education

High School Diploma or GED

Bachelor’s degree (preferred)

Tools

Electronic Medical Record (EMR) system

Job description

Northwestern Medicine is seeking a Patient Liaison to oversee the service experience for all patients and to advocate on their behalf while ensuring optimal use of practice resources.

The role involves coordinating schedules, communicating with patients and staff, and supporting the Practice Manager with data collection and billing accuracy. A strong customer service background is essential.