Access Team Lead - NLFH Main Registration, Full-time, Days 660
N. Westmoreland, Lake Forest, IL
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 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.
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.
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
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
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
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
Collects authorization numbers in appropriate systems as
Provides professional and constructive environment for
communication across units/departments and resolves operational
May attend intra/interdepartmental meetings which involve
walking within NM Campus.
Communicates customer satisfaction issues to appropriate
Demonstrates teamwork by helping co-workers within and across
Communicates effectively with others, respects diverse opinions
and styles, and acknowledges the assistance and contributions of
Interacts with internal customers to provide excellent support
service to staff in departments which provide direct patient
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
Completes accurate handoff instructions and notes to scheduling
staff, by noting appropriately in Epic.
Demonstrates ability to use all computer applications
efficiently and to the capacity needed in this position.
Efficiency, Process Improvement, and Business Growth:
Is proactive in preventing issues with patient visit by double
checking type of test, preps required, assuring no conflict with
other tests, verifying time and location, communicating relevant
information and documenting order retrieval in notes for check-in
Understands minimum data set required for a complete
registration, collects and verifies critical data and updates that
information into registration system.
Understands departmental and individual quality metrics.
Proactively analyzes account activity, identifies problems, and
initiates appropriate actions/resolutions.
Evaluates procedures and suggests improvements to enhance
customer service and operational efficiency.
Participates in departmental quality improvement activities.
Provides ideas and suggestions for process improvements within
Monitors registration and scheduling, including insurance
verification to ensure processing within prescribed quality
Adjusts processes as needed to meet standards.
Uses organizational and unit/department resources
Acts as a training resource for new staff and a resource for
coworkers, sharing process and workflow information.
Assists Operations Coordinator with staff training and
development, as well as on-boarding new staff.
Ensures staff understanding and compliance of NM policies,
procedures and expectations and assists in communicating any
changes when applicable.
Identifies potential problems and notifies the Operations
Coordinator and Manager.
Coordinates advanced troubleshooting to staff when issues or
Serves as first line of assistance to staff.
Investigates and resolves patient, technical and workflow
problems related to their area of responsibility or escalates to
Operations Coordinator/Manager for assistance.
Helps coordinate and supervise section staffing to ensure
sufficient staff to cover all aspects of service alongside
Works proactively with Operations Coordinator to adjust daily
staff work assignments due to sick leave or increased patient
Monitors queues to make real-time adjustments as necessary.
Assures that all computer systems and technology are
consistently working properly.
Coordinates the maintenance and repair activities as related to
equipment and facilities.
Escalates issues when needed.
Identifies and communicates key issues and trends to Operations
Assesses and communicates staff development needs to Operations
Coordinator to support periodic individual evaluations of
Develops, coordinates, presents and participates in staff
education and training programs including new system deployment and
Provides material and helps develop agendas for routine staff
meetings. Maintains customer service objectives.
Assumes delegated responsibilities in the absence of the
Assist Operations Coordinator/Manager with responsibilities that
include interviewing, hiring, training, progressive discipline,
dismissals, performance appraisals, and employee relations.
Assist Operations Coordinator/Manager on the development and
implementation of policies and procedures as needed to support
Service Center functions.
Ensures staff has access to necessary policies, procedures,
training and other resources necessary to complete their
responsibilities, and that policies and procedures are updated as
Works with Operations Coordinator/Manager on enforcing
Productivity and Quality standards; conducting regular audits of
staff performance, with documented feedback; monitoring agent
performance including service level, calls answered, contact
quality, errors, attendance.
Performs other duties as assigned.
Minimum of two years experience in customer service or patient
Excellent interpersonal and verbal communication skills.
Excellent problem solving skills.
Received favorable annual performance reviews if internal
applicant in the past one to two years.
Ability to read and communicate effectively in English.
Basic Computer Skills.
Ability to type 40 wpm.
Excellent verbal and written communication skills.
Ability to multi-task.
Customer Service Oriented.
Excellent organizational, time management, analytical, and
problem solving skills.
Healthcare Finance and/or Healthcare Insurance Knowledge.
Experience in a healthcare setting, especially patient
scheduling and/or registration.
Two - four years of progressive experience in a revenue cycle
Financial aptitude, business orientation or experience/knowledge
of hospital based patient management/patient accounting
Knowledge of medical terminology.
Additional Information Northwestern Medicine is an affirmative
action/equal opportunity employer 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.
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