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 Client Services Coordinator position reflects the mission, vision, and values of Northwestern Medicine, 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 Client Services Coordinator oversees client services operations daily. This position is responsible for scheduling, monitoring call activities, problem-solving escalations, monitoring internal assessments, performing inventory management, and training/competency of all new and current employees. The position requires a thorough understanding of the hospital and lab systems, and the ability to work independently.

Description

• Responsibilities include but are not limited to ordering & resulting reference lab tests. Ensuring quality metrics are monitored, guiding specimen processing and distribution to performing department(s).
• Triage incoming and initiate outgoing phone calls, faxes, and actively working problem escalations.
• Demonstrated ability in handling complex issues and strong problem-solving skills.
• Provides a high level of customer service both internally and externally. Handling sensitive client accounts first and contacting sales and service with any issues within these accounts.
• Open and clear communication with outreach departments, by keeping the team apprised of any issues or problem trends with an internal/external client account.
• Aid the Sales & Service team with any issues they need addressed or answering questions.
• Act as the main point of contact for the team.
• Actively involved in laboratory process improvement.
• Assists manager in the interviewing and selection of new hires and promotions.
• Coordinates and monitors staffing to ensure sufficient staff to cover all aspects of service. Proactively adjusts daily staff work assignments due to sick leave, absences or increased work volume. Evaluates/approves the need for staff overtime and temporary help.
• Oversees staff adjustments in the automated time recording system, vacation requests and leave requests.
• Supports management team with editing and approving timecards for all employees within department.
• Ensure department staff provides consistent quality and customer service to all Clients & Customers.
• Oversees the orientation and training of new and existing employees.
• Maintains staff competency and training documentation.
• Actively ensures staff’s compliance with NM Standards of Professional Conduct.
• Develop SOPs and maintain document control.
• Assumes delegated responsibilities in the absence of the manager.
• Assesses and communicates staff development needs to manager.
• Identifies and communicates key issues and trends to the manager.
• Coordinates critical situations involving patients, clients, staff, and visitors and consults with manager or director for guidance as needed (e.g., complaints, discipline etc.).
• Monitors daily workflow, overseeing and adjusting staff assignments (e.g., lunch, breaks, tasks) and priorities, to meet service levels.
• Recognizes when unresolved problems need to be escalated and takes necessary follow-up action.
• Provide input into staff performance reviews. May participate with manager in conducting staff performance reviews.
• Provide one to one coaching and mentoring.
• At the leader’s discretion, the coordinator may assist with training, progressive discipline, performance appraisals, and employee relations matters.
• Ensure staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary. 
• Provides staff with monthly attendance review.
• Develop tools to support staff and enhance efficiency.
• Understands departmental and individual quality metrics.
• Provides ideas and suggestions for process improvements within the department.
• Use organizational and unit/department resources efficiently.
• Facilitates a multi-disciplinary and collaborative approach to patient care and interdepartmental problem solving/service delivery.
• Adheres to Patients First Mission standards on leadership, communication and visibility.
• Facilitates effective interdepartmental communication of incidents with appropriate personnel (manager, director, medical staff; etc.).
• Perform other duties as assigned, or as needed, to ensure continued quality of operations.

Required:

• Associate degree or 5 plus years of applicable experience in lab setting.
• Excellent interpersonal verbal communication skills. Excellent problem-solving skills.
•  Received favorable annual performance reviews if internal applicant in the past one to two years.
• Ability to read and communicate effectively in English.
•  Basic computer skills.
• Ability to type 40 wpm.
• Excellent verbal and written communication skills.
• Ability to multi-task. Customer service oriented.
•  Excellent organizational, time management, analytical, and problem-solving skills.

     Required:

• Strong leadership, organization, planning and time management skills.
• Strong personal computer skills (Word, Excel, PowerPoint, SharePoint).
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Training experience.
• Demonstrated problem solving skills.
• Supervisory experience or training.

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 status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check.  Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. 

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.

Sign-on Bonus Eligibility (if sign-on bonus offered for position): Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.