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?

**This is a full-time position at 40 hours per week. This role supports Patient Transport (Huntley and McHenry) and Huntley Guest Services.**

The Guest Services/Patient Relations Resource 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.

The Guest Services/Patient Relations Resource Coordinator provides convenient access to services for patients and maintains customer services objectives. This role includes educating patients regarding policies, procedures, expectations and financial responsibilities. The Resource Coordinator provides outstanding and professional Customer Service to all internal and external customers.

Responsibilities:

• 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.
• Interacts with various hospital departments and physician’s offices to direct patients through the N/NW systems in a patient/customer friendly manner.
• Ensures accuracy of timecards for staff each pay period for manager sign off.
• Assists manager with staff training and development, as well as on-boarding new staff.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Cross training between various departments may take place to ensure coverage.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Provides accurate information and timely updates to patients and visitors.
• Provides directions or help to patients and customers with finding their way.
• Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
• Serves as an advocate for the patient to ensure that his or her Patient Rights are honored.
• Understands departmental and individual quality metrics.
• Participates in departmental quality improvement activities.
• Identifies potential problems and notifies the Manager.  Coordinates advanced troubleshooting to staff when issues or questions arise. 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 Manager for assistance.
• Assist with scheduling staff for adequate coverage to meet the needs of the department; maintains attendance records.
• Ensures staffing levels, which meet department guidelines; ensures optimal department coverage and minimal overtime.
• 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.
• Provides material and helps develop agendas for routine staff meetings.
• Develops, coordinates, presents and participates in staff education and training programs including new system deployment and go-live support.
• Identifies and communicates key issues and trends to Manager.
• Assesses and communicates staff development needs to Manager to support periodic individual evaluations of staff.
• Other duties as assigned.

Required:

• High school diploma or equivalent
• Minimum of two years’ experience in customer service or patient relations
• Excellent interpersonal verbal communication skills
• Excellent problem-solving skills.

Preferred:

• Bachelor’s degree
• Experience in a healthcare setting, especially patient relations or guest services
• Epic experience
• BLS from American Heart Association

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.