ICC Patient Services Representative Resource Coordinator Full-time Days

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?

The Immediate Care PSR Coordinator 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.

This individual will work closely with all members within the NM Immediate Care Centers, including the ICC physicians, Triage Nurses, ICC Techs (ICT) Patient Service Representatives (PSR), Laboratory and Radiology staff.  The Immediate Care Coordinator reports directly to the manager of the assigned ICC. Requires strong communication skills, conflict resolution, patient first perspective, proactive toward problem solving, demonstrates initiative, and independent decision- making skills. 

This individual will be expected to take a leadership role in the daily ICC operations by supporting NM Patient First, Integrity, Excellence, and Teamwork.

Responsibilities:

• Demonstrate proficiency in all aspects of their current role as Patient Service Representative (PSR)
• Acts as a role model by providing customer service excellence (AIDET and NM phone etiquette)
• Acts as a point person to address issues/complaints as they arise and escalates to appropriate resource as needed.
• Demonstrate proficiency in EMR registration process, co-pay collection and insurance collection/verification.
• Demonstrates proficiency in monitoring registration productivity reports.
• Demonstrate proficiency in downtime procedures.
• Coordinates the monthly employee work schedule.
• Participates in the hiring process: coordinates onboarding process for new employees, provide general department/site orientation, assigns preceptor for new hires, coordinates orientation schedule, secures access to IT system and security access.
• Maintains a clean, safe, and stocked environment of care.
• Maintains department supply inventory and special-order supplies.
• Maintains department equipment: enters work orders, follows up on status and arranges loaner equipment.
• Participate in daily huddles and leads the huddle as needed.
• Prepares the clinics for EOC (quarterly rounding)
• Encourage teamwork through positive leadership and communication.
• Assist with employee engagement (communication boards and department recognition process)
• Assist manager with special projects as needed.
• Maintain confidentiality.
• Attend department staff meetings and committees.
• Float to other ICC’s as needed.
• Other duties as assigned.

Required:

• High school diploma or GED equivalent.
• Current ICC status: Patient Service Representative
• Preferred minimum 1 year of ICC experience required with demonstrated proficiency in current role, effective communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.

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.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.