Job 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

Patient Advocate/Client Access Specialist – Outpatient Behavioral Health 

Hours:  Full Time, 40 hours/week

Schedule:  Monday-Friday, 12:00 PM-8:30 PM

The  Patient Advocate 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.

Description:

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 Supervisor 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 and enters into electronic medical record (EPIC).
• Interacts with various behavioral health departments 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. Communicates options to patient if appointment fails.
• Provides training and education as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Verifies insurance, secures necessary signatures on required documents and completes registration process.
• Accepts co-payments, prior balances, and any payments due from the days’ visit.
• Cross-training between various departments will take place to ensure coverage. Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department policies and procedures to complete assigned tasks.
• Adheres to all department policies and compliance requirements.
• Avoids putting patient in financial or safety risk.
• Other duties as assigned. 

Qualifications

Required:

• High school graduate

Preferred:

• One year of experience in a clerical position.
• Some college.

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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