Patient Liaison- Rehab Services Full-Time Days

Northwestern Medicine; Oakbrook Terrace (IL); On-site; USD 38,000 - 52,000; Full time

Job summary

Northwestern Medicine seeks a Patient Liaison to reflect our mission, values, and ethics. This role oversees the patient experience across the clinic, advocates for patients, and coordinates with staff to ensure compliance with treatment plans and efficient resource use.

The position requires strong customer service, healthcare exposure, and effective communication. Responsibilities include scheduling, patient education, billing issue resolution, and maintaining strong relationships with

Qualifications

• High School Diploma or GED is required.
• Minimum 2 years of healthcare experience.
• Experience in a customer service role is required.

Responsibilities

• Oversee the service experience for all patients and optimize practice resources.
• Build strong relationships with patients and staff and advocate as needed.
• Manage schedules to maximize resources including providers, rooms and equipment.
• Perform schedule maintenance and coordinate care alternatives for changes.
• Communicate with patients and clinical staff to ensure treatment plan compliance.
• Assist with data collection and analysis related to physician productivity and resource use.
• Resolve billing issues and obtain necessary pre-certifications or referrals.
• Register patients and schedule appointments.
• Provide patient education information and materials as needed.
• Maintain relationships with patients, providers, departments and vendors.
• Answer inquiries from patients, providers, staff and others about operations.
• Follow up with patients to ensure testing, prescriptions and care plans are followed.

Skills

Customer service

Communication

Relationship building

Education

High School Diploma or GED

Bachelor's degree

Tools

Electronic Medical Record (EMR) system

Job description

Description

The Patient Liaison reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

• The Patient Liaison is primarily responsible for overseeing the service experience for all patients and for ensuring optimal use of all practice resources. The Patient Liaison serves as a resource to patients and staff alike by establishing strong relationships, providing them with necessary information and advocating on their behalf as needed.

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.

Qualifications

Required

• High School Diploma or GED equivalent.
• 2 years previous healthcare experience.
• Experience in a customer service role.

Preferred

• Bachelor’s degree.
• Previous experience with an electronic medical record system.
• Knowledge of medical terminology.

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case‑by‑case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.

Click on or copy and paste URL to your browser to view detailed benefits information

NorthwesternMedicine Career Page

https://jobs.nm.org/benefits

Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings.

If sign-on bonus is included in a job posting eligibility is as followed:

Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus.

Exception: New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.