Patient Access Specialist Full Time Marianjoy

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Rehabilitation Services at Northwestern Medicine is a collaborative, multi-disciplinary team within our growing, nationally recognized health system that provides world-class care at 10 hospitals and more than 200 locations in communities throughout Chicago, the suburbs and northern Illinois. Together with Northwestern University Feinberg School of Medicine, we are pushing boundaries in innovative care delivery, training the next generation of rehabilitation specialists, and pursuing excellence in patient care. 

Rehabilitation Services values building relationships with our patients and their families, understanding the needs of our clinical and non-clinical staff, and providing opportunities for professional development, mentorship, and program development. Our integration with hospitals and clinics across Northwestern Medicine make it possible for us to serve more patients, closer to where they live and work. While each of our locations has a unique story, Rehabilitation Services at Northwestern Medicine is unified under one mission – Patients First.

Job Description

The Rehab Patient Access Specialist role reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics, Corporate Compliance Program and complies with all relevant policies, procedures, guidelines and all regulatory and accreditation standards.

Responsibilities:

• Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere.
• Responds to questions and concerns.  Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPAA regulations.
• Specific Responsibilities
  • Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine. Exceeds all consumer requests and alerts 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 physician’s 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.
  • 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 will 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.
  • Adherence to all department policies and compliance requirements.
  • Avoids putting patient in financial or safety risk.
  • Other duties as assigned.
• Communication and Collaboration
  • Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.  Collects authorization numbers in appropriate systems as applicable.
  • Provides professional and constructive environment for communication across units/departments and resolves operational issues.  May attend intra/interdepartmental meetings which involve walking within NM Campus.
  • Communicates customer satisfaction issues to appropriate individuals.
  • Demonstrates teamwork by helping co-workers within and across departments. Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
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