Patient Services Rep - CDH and Delnor Maternal Fetal Medicine, Part-time, Days

As a Patient Services Rep at Northwestern Medicine, you will play a crucial role in ensuring high-quality customer service for our patients. Your responsibilities include greeting patients, verifying insurance information, scheduling appointments, coordinating testing, and maintaining patient confidentiality. You’ll also handle phone inquiries and assist in administrative tasks critical to the operations at both CDH and Delnor Hospital.

To qualify for the Patient Services Rep position at Northwestern Medicine, you need a high school diploma or an equivalent qualification. While medical office coding experience and previous customer service or physician office experience are preferred, what’s most important is your commitment to providing exceptional patient care and service.

Working as a Patient Services Rep at Northwestern Medicine means being part of a healthcare leader that prioritizes patient care and employee well-being. You’ll enjoy competitive benefits, a supportive team environment, and the chance to directly impact the patient experience while working in our welcoming facilities at CDH and Delnor.

Northwestern Medicine is committed to the professional growth of its employees. As a Patient Services Rep, you will have access to various training programs, mentorship opportunities, and benefits such as tuition reimbursement that enable you to further your education and career in the healthcare field.

A typical day for a Patient Services Rep at Northwestern Medicine includes welcoming patients, managing their registrations, answering phone calls, scheduling appointments, and performing various administrative tasks. You'll engage with patients while ensuring their experience is smooth and positive, all while maintaining the confidentiality and safety of their information.

To deliver excellent customer service as a Patient Services Representative, I focus on active listening to understand patient needs fully. I remain patient and empathetic, ensuring I address their concerns while efficiently handling administrative tasks. Additionally, I strive for clear communication to keep patients informed and engaged.

In a previous role, a patient was frustrated due to scheduling issues. I remained calm, listened to their concerns, and apologized for the inconvenience. I quickly offered solutions and managed to reschedule their appointment on the same day, turning their experience positive, which is essential in patient-facing roles.

Ensuring patient confidentiality is paramount. I strictly adhere to the HIPAA regulations and the internal policies of the healthcare organization, ensuring sensitive information is only shared with authorized personnel. I also maintain secure handling and storage of medical records and electronic communications.

I have hands-on experience with various patient scheduling software systems, such as Epic. I am comfortable navigating these platforms to schedule appointments, check insurance coverage, and access patient records, which allows me to perform my duties accurately and efficiently.

On a busy day, I would prioritize tasks based on urgency and patient needs. For example, I would first address any immediate patient inquiries or issues before handling routine administrative tasks. I keep a checklist to ensure all responsibilities are fulfilled timely without compromising service quality.

I believe the key to a positive patient experience lies in consistent, open communication and a compassionate approach. Taking the time to listen, respond promptly, and provide clear information can significantly enhance how patients feel about their healthcare encounters.

In a high-volume phone environment, I stay organized and focused. I prioritize calls based on urgency and patient needs while employing active listening. I strive to resolve issues swiftly, ensuring that each caller feels heard and valued, even if I have to place them on hold temporarily.

To ensure accurate patient registration, I verify all insurance information and demographic data thoroughly. I compare entered data to official documents provided by the patient and double-check for discrepancies, which are crucial for preventing billing issues and ensuring proper patient care.

I have contributed to my team's success by fostering a collaborative work environment, sharing best practices, and supporting colleagues during peak times. By openly communicating and offering assistance, I helped maintain morale and ensure our objectives were met efficiently.

To stay informed about changes in healthcare regulations, I subscribe to industry newsletters, attend workshops and training sessions, and engage in online forums. This proactive approach not only improves my knowledge but also ensures compliance within my role as a Patient Services Rep.