Patient Experience Navigator

Northwestern Medicine; Lake Forest (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

Northwestern Medicine Lake Forest Hospital is seeking a Patient Liaison to oversee the patient service experience in the Plastic Surgery clinic. This full-time role supports scheduling, patient flow, and coordination of care to ensure smooth operations.

The ideal candidate will have a High School Diploma or GED, 2 years healthcare or customer service experience, and familiarity with electronic medical records; a Bachelor's degree is preferred.

Qualifications

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

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

Scheduling

Education

High School Diploma or GED

Bachelor’s degree

Tools

EMR system

Job description

Northwestern Medicine Lake Forest Hospital is seeking a Patient Liaison to oversee the patient service experience in the Plastic Surgery clinic. This full-time role supports scheduling, patient flow, and coordination of care to ensure smooth operations.

The ideal candidate will have a High School Diploma or GED, 2 years healthcare or customer service experience, and familiarity with electronic medical records; a Bachelor's degree is preferred.