Customer Service Coordinator - Cardiac Recovery & Observation Unit 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 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?

Job Description

The Customer Service Coordinator reflects the mission, vision, and values of Northwestern Medicine Health Care, 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.

Provides patient activity coordination, patient flow direction and problem solving.  Acts as a patient advocate and serves as a liaison between the assigned department and other hospital departments.  Typical duties may include monitoring of daily operations, appointment coordination, organization of paperwork, computerized order entry, telephone triage and coordination of patient encounter information.

Responsibilities:

• Greets and establishes positive first impressions with department patients, establishing a role as patient advocate, in accordance with Patient’s First service standards.
• Interacts with various hospital departments and physician’s offices to effectively direct patients in a patient/customer friendly manner.
• Politely and promptly answers and appropriately triages department telephone calls.
• May enter laboratory and diagnostic testing orders on computer systems.
• Schedules patients for physician and hospital encounters using the Epic scheduling system.
• Correctly identifies and collects patient demographic information in accordance with hospital standards.
• Coordinates patient referrals, insurance referrals and consultations.
• Maintains department medical record systems.
• Distributes department correspondence.
• Encourages teamwork through interdepartmental communication.
• Identifies potential problems and notify the manager.
• Organizes paperwork for patients by gathering the necessary materials and monitoring progress.
• Provides administrative support to clinical staff
• Performs other duties as assigned.

• Schedule and Physical Requirements

• Full-time position, Monday through Friday, 6:00 AM to 2:30 PM.
• Requires frequent walking across long distances within the Feinberg Pavilion to escort patients from the lobby to the cardiac procedure preparation area.

• Communication and Coordination

• Maintains ongoing communication with the clinical coordinator and charge nurse using Microsoft Teams and Microsoft Office tools.
• Coordinates patient flow and room assignments in real time throughout the day.
• Provides patients with basic instructions based on their scheduled procedure (e.g., changing into a gown and preparing for the prep nurse).
• Serves as the first point of contact for patients, setting a welcoming and professional tone for their visit.
• De-escalates patient concerns related to extended wait times due to emergencies or other delays.
• Proactively collaborates with the clinical coordinator to identify anomalies in the procedural schedule.
• Notifies patients of anticipated delays to improve transparency and reduce anxiety.

• Epic and Procedural Awareness

• Uses Epic minimally to monitor the procedural board and anticipate daily workflow.
• Understands the nature of cardiac procedures to provide patients with accurate wait time estimates and emotional reassurance.

• Excluded Responsibilities

• This role does not include tasks related to insurance prior authorization, scheduling activities, referrals, consultations, maintenance of medical records, entering lab or diagnostic testing orders, or coding.

• Administrative and Downtime Duties

• Scans medical records into patient charts as part of daily responsibilities during downtime.
• Verifies patient contact information and ensures family members receive timely text updates.
• Assists with patient discharge and transport logistics.
• Acts as an information resource for patients, families, and vendors.
• Maintains a clean, organized, and presentable work environment at all times.
• Ensures patient-facing areas are tidy and welcoming to support a positive first impress