Customer Service Coordinator - Certified (CMA, Phlebotomist, CNA) - PreOp Clinic, Full-time, Days
Company Description
Northwestern Memorial Hospital is an academic medical center in the heart of downtown Chicago with physicians, surgeons and caregivers representing nearly every medical specialty. Northwestern Medicine is proud to have five hospitals ranked among "America’s Best" including Northwestern Memorial Hospital, the No. 1 hospital in Illinois for 13 straight years (tie), by U.S. News & World Report, 2024 – 2025. Our clinical and administrative staff and medical and science faculty come together every day with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.
Northwestern Memorial Hospital enjoys a teaching and service partnership with Northwestern University Feinberg School of Medicine, an integration that provides patients access to leading-edge clinical trials and fosters an environment of world-class patient care, academic inquiry and innovative research. Northwestern Memorial Hospital has also received Magnet® recognition*, the gold-standard for nursing excellence, from the American Nurses Credentialing Center.
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?
Job Description
The Customer Service Coordinator - Certified 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.
Duties include patient reception, computerized patient registration and order entry, telephone triage, and coordination of patient encounter forms. In addition to these primary functions is also able to provide phlebotomy, EKG, and other specimen collection services and/or instructions as necessary to provide diagnostic testing in an accurate, timely and customer service-oriented fashion.
Responsibilities:
- Greets and establishes positive first impressions with department patients, establishing a role as patient advocate.
- Provides patient education on NMH and Medicare forms.
- Processes patient paperwork accurately and enhances patient flow through department, generating appropriate patient encounter forms.
- Accurately enters patient information and test requests on department computer systems.
- Answers and appropriately triages department telephone calls.
- Interacts with various hospital departments, physicians, and physician’s office staff to capture necessary patient information, tests requested or specimen requirements.
- Encourages teamwork through demonstration of exceptional communication skills.
- Participates in Safety and Infection Control activities. Maintains a safe and clean work environment.
- Documents occurrences appropriately and in a timely fashion per the department’s Occurrence Management policy.
- Performs Phlebotomy, EKG and Specimen Collection accurately and efficiently.
- Labels and processes specimens according to established protocols and policies.
- Enters collection information into LIS appropriately.
- Utilizes appropriate computer functions to investigate problems and appropriately credit tests in a timely manner.
- Assists in the practical training of RNs, PCTs, and Residents
Additional Functions:
- Performs other duties as assigned.
- Assists in specific process improvement projects.
- Must effectively process adult, geriatric and wheelchair-bound patients.
- Requires interaction with patients of all ages; pediatric, adult and geriatric
Qualifications
Required:
- National certification for Phlebotomy: ASCP, NCA or NPA OR Medical Assistant Certification through AAMA, AMT, NCCT OR a Certified Nursing Assistant in IL
- High School Diploma or equivalent
Preferred:
- Certificate from accredited Medical Phlebotomy Program or equivalent
- Previous experience with inpatient or outpatient Phlebotomy
- Prior work experience with Hospital and/or Laboratory computer systems
Additional Information
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.
Average salary estimate
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If you're looking for an exciting opportunity in the healthcare industry, the Customer Service Coordinator position at Northwestern Memorial Hospital is perfect for you! Located right in the heart of Chicago, this full-time, day-shift role allows you to play a crucial part in delivering exceptional patient care. As a Customer Service Coordinator, you'll serve as the welcoming face of the PreOp Clinic, engaging patients from the moment they walk through the door. Your duties will involve everything from computerized patient registration and order entry to telephone triage. With your certification as a CMA, Phlebotomist, or CNA, you will also provide vital clinical services such as phlebotomy and EKGs to ensure accurate and timely diagnostic testing. Moreover, teamwork is at the core of our operations, so you'll collaborate closely with various departments to ensure patients receive the best possible care. Your role will not only be about processing paperwork and enhancing patient flow, but also about creating a friendly and supportive atmosphere where patients feel valued and informed. At Northwestern Medicine, we pride ourselves on our commitment to patient safety and quality care, and we're looking for someone who shares these values. If you’re passionate about helping others and are ready to join a team that makes a difference every day, we invite you to consider applying. Together, let's work towards better healthcare for every patient that walks through our doors!
Northwestern Medicine is the collaboration between Northwestern Memorial HealthCare and Northwestern University Feinberg School of Medicine. The entities involved in Northwestern Medicine remain separate organizations. Northwestern Medicine is a t...
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