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?

Client Access Specialist/Patient Advocate

Northwestern Medicine Location: Outpatient Behavioral Health, DeKalb

Full Time, 40 hours/week

Monday through Friday, 7:30am – 4:00pm

The Patient Advocate 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.

Description: Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere. Responds to questions and concerns. Forwards, directs, and notifies Supervisor of extraordinary issues as necessary. Maintains patient confidentiality per HIPAA regulations. 

Specific Responsibilities: 

• Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine.
• Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards and enters into electronic medical record (EPIC).
•  Interacts with various behavioral health departments to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner. 
• Reaches out to patients to schedule an appointment as defined. Communicates options to patient if appointment fails.
• Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.
• Evolves and learns as healthcare policies and state mandated policies change.
• Must have a valid driver’s license for the purpose of driving between locations as needed.
• Provides training and education as needed. 
• Manages work schedule efficiently, completing tasks and assignments on time. 
• Verifies insurance, secures necessary signatures on required documents and completes registration process. 
• Accepts co-payments, prior balances, and any payments due from the days’ visit. 
• Cross-training between various departments will take place to ensure coverage. 
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilizes department policies and procedures to complete assigned tasks. 
• Adheres to all department policies and compliance requirements.
• Avoids putting patient in financial or safety risk.
• Other duties as assigned. 

Required:

• High school graduate

Preferred:

• One year of experience in a clerical position.
• Some college.

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.