Patient Access Ops Coordinator

Overview

At Northwestern Medicine, every patient interaction matters for cultivating a positive workplace. This patient-first approach supports our leadership in healthcare. The Patient Access Ops Coordinator role reflects NM’s mission, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and regulatory standards. This position provides exceptional customer service to consumers and supports ensuring a positive first impression of Northwestern Medicine.

The role emphasizes responsiveness to internal and external requests and escalation when needed.

• Assists with training, progressive discipline, dismissals, performance appraisals, and employee relations.
• Schedule staff and allocate resources across hours of operation to maximize patient access satisfaction, provider productivity and efficiency, staff productivity, cost-savings, and operational efficiencies.
• Ensure staff has access to necessary policies, procedures, training and other resources; ensure policies are updated as necessary. Provide one-to-one coaching and mentoring.
• Coordinates and manages staff scheduling and coverage to accomplish optimum coverage, including working at multiple worksites as needed.
• Identifies, analyzes and communicates key issues/trends and reports findings and recommendations to management.
• Provides input to management on budget issues, staffing, cost containment strategies and capital needs.
• Provides staff with monthly attendance review.
• Works on a daily basis regarding staffing, operations, performance and goal measurement and tracking.
• Assists in leading and/or developing employee engagement participation and improvement.
• Leads plans with team to ensure patient satisfaction goals are met.
• Leads training and coaching exercises to continuously improve skill sets.
• Acts to ensure staff compliance with Rules of Personal Conduct.
• Facilitates a multi-disciplinary and collaborative approach to patient care and interdepartmental problem solving/service delivery.
• Develops tools to support staff and enhance efficiency.
• Provides input into staff performance reviews and may participate with manager in conducting staff performance reviews.
• Reviews and approves Automated Time Reports for accuracy.
• Completes other duties assigned by manager.
• Assesses and communicates staff development needs to manager and supports periodic evaluations of staff.
• Coaches, motivates and develops staff to support department goals and organizational success.
• Plans, executes and resolves routine technical needs of the unit (phone, copiers, fax machines, PCs, etc.).
• Gathers information required for departmental reporting and produces reports as required.
• Monitors daily transaction activity to ensure compliance with procedures.
• Identifies, investigates and supports implementation of new tools/technology to improve productivity, quality, customer service, and reduce costs.
• Prevents issues in patient visits by verifying test types, preps, timing, location, and documenting orders for check-in.
• Understands minimum data set required for complete registration, collects and verifies critical data, and updates the registration system.
• Understands departmental and individual quality metrics and proactively analyzes account activity to resolve issues.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
• Participates in departmental quality improvement activities and suggests process improvements within the department, including registration and scheduling and insurance verification.
• Adjusts processes as needed to meet standards and uses resources efficiently.
• Acts as a training resource for new staff and a resource for coworkers with process and workflow information.

Required:

• Four to seven years of increasingly responsible positions within a related health care or customer service setting.
• Excellent interpersonal verbal communication skills and problem-solving abilities.
• Favorable annual performance reviews if internal applicant in the past one to two years.
• Ability to read and communicate effectively in English.
• Basic…