Access Team Lead, Full-time, Days

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 health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees. Ready to join our quest for better?

Job Description

The Access Team Lead reflects the mission, vision, and values of NM, 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.

Schedule:

• Week 1:
  • Mon – 9:30am to 5:00pm  
  • Tue – 9:30am to 5:00pm  
  • Wed – 9:30am to 5:00pm  
  • Thu– 9:30am to 5:00pm  
  • Sat – 9:30am to 5:00pm  
• Week 2:
  • Sun – 9:30am to 5:00pm  
  • Mon – 9:30am to 5:00pm  
  • Tue – 9:30am to 5:00pm  
  • Wed – 9:30am to 5:00pm  
  • Fri– 9:30am to 5:00pm  
• Start at 4:00am two days per month to support both shifts overnight.

Responsibilities:

Standards of Performance - Northwestern Medicine Values, Patient Satisfaction, and Service Excellence:

• 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 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.

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.
• Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.

Technology:

• Utilizes multiple online order retrieval systems to verify or print the patient's order.
• Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary.
• Completes accurate handoff instructions and notes to scheduling staff, b