Resource Care Tech Coordinator-Sycamore Care Center

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 health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees.

Ready to join our quest for better?

The schedule for this position is three 12‑hour shifts 6:45a – 7:15p with every third weekend (Saturday and Sunday) and rotating holidays required. This position includes 4 additional hours for the RC responsibilities and is responsible for the coordination of ICTs and qualifying candidates must be certified as a CMA or EMT.

Immediate Care 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.

• Demonstrate proficiency in all aspects of their current role:
  Patient Service Representative (PSR), Immediate Care Tech (ICT), or Clinical Support Tech (CST) – West only
• 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, co‑pay collection and insurance collection or EMR clinical documentation
• Demonstrate proficiency in downtime procedures
• Coordinate the monthly employee work schedule
• Participate in the hiring process: coordinate onboarding process for new employees, provide general department/site orientation, assign preceptor for new hires, coordinate orientation schedule, secure access to IT system and security access
• Maintain a clean, safe, and stocked environment of care
• Maintain department supply inventory and special‑order supplies
• Maintain department equipment: enter work orders, follow up on status and arrange loaner equipment
• Participate in daily huddles and lead the huddle as needed
• Prepare the clinics for EOC (quarterly rounding) and oversight of department lab POC testing and equipment quality assurance
• 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 ICCs as needed
• Other duties as assigned

• Current ICC status:
  Patient Service Rep, Immediate Care Tech, CST (West only)
• Basic Life Support Certified (CPR)
• Effective communication and interpersonal skills
• Ability to work collaboratively in a fast‑paced environment
• Physical demands required for this role include lift/carry up to 50 pounds and a push/pull force up to 50 pounds

• Minimum one year of ICC/Urgent Care experience required with demonstrated proficiency in an ICT or CMA position
• Previous supervisory or management experience

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran…