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Patient Access Concierge, Casual, Days

Northwestern Medicine
Remote Position: 
Required degree level: 

Specific Responsibilities: Extends courtesies to patients, staff, families, and visitors in a prompt and responsive manner. Uses scheduling and registration systems to identify patient appointments, view or add tracking location and monitor wait time. Applies patient wristband under the guidance of the Patient Identification policy. Extends courtesies to patients, staff, families and visitors in a prompt and responsive manner. Recognizes and facilitates difficult customer situations appropriately, using NM resources for timely resolution ' understands when to escalate issues or problems. Provides information regarding wait time based on established parameters. Communication and Collaboration: Assures that patients with communication needs are identified interactions are handled appropriately. Technology: Serves as an expert resource in way finding and kiosk utilization. Assists in kiosk utilization for patients and family members. Uses the Administrative tool in the kiosk system to view flags and possibly assist the registrar with final registration. Troubleshoots kiosk issues, escalating to the Help Desk when appropriate. Additional Responsibilities: Communicates customer satisfaction issues to appropriate individuals. Provides ideas for process improvements within departments. Participates in departmental quality improvement activities. Other duties and responsibilities delegated by the Manager. EOE including Disabled and Veterans. Required: High School Diploma or Equivalent. 0-2 years of customer service experience. Computer data-entry/typing experience. Excellent communication skills. Proficiency in computer data-entry/typing. Must be outgoing, friendly and love to work with the general public. Interacts in a customer-focused and compassionate manner to ensure that patients and their representatives needs are met. Desired: Additional education. Customer Service experience. 1 year experience in healthcare. Additional Language skills

Northwestern Medicine is dedicated to providing the most advanced healthcare to the communities and patients we serve. The Northwestern Medicine clinical and administrative staff, medical and science faculty and medical students come together everyday with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.

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