Job Description
The Customer Service Coordinator reflects the mission, vision, and values of Northwestern Medicine Health Care, 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.
Provides patient activity coordination, patient flow direction and problem solving. Acts as a patient advocate and serves as a liaison between the assigned department and other hospital departments. Typical duties may include monitoring of daily operations, appointment coordination, organization of paperwork, computerized order entry, telephone triage and coordination of patient encounter information.
Responsibilities:
- Greets and establishes positive first impressions with department patients, establishing a role as patient advocate, in accordance with Patient’s First service standards.
- Interacts with various hospital departments and physician’s offices to effectively direct patients in a patient/customer friendly manner.
- Politely and promptly answers and appropriately triages department telephone calls.
- May enter laboratory and diagnostic testing orders on computer systems.
- Schedules patients for physician and hospital encounters using the Epic scheduling system.
- Correctly identifies and collects patient demographic information in accordance with hospital standards.
- Coordinates patient referrals, insurance referrals and consultations.
- Maintains department medical record systems.
- Distributes department correspondence.
- Encourages teamwork through interdepartmental communication.
- Identifies potential problems and notify the manager.
- Organizes paperwork for patients by gathering the necessary materials and monitoring progress.
- Provides administrative support to clinical staff
- Performs other duties as assigned.
