Patient Liaison - Float Full time Days

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.

About the role

This is a float position with the following hours:

• Monday–Thursday: 6:45 AM–7:00 PM
• Friday: 6:45 AM–5:30 PM

This role covers both early and late shifts depending on staffing needs. Locations include Glenview, Evanston, Old Irving Park, Lakeview, Streeterville, River North, South Loop, Bronzeville, Roscoe Village, Oakbrook, and Mobile.

Responsibilities

• Act as a receptionist for the department, greeting staff and customers politely and referring to appropriate staff when needed.
• Answer department telephone calls in a polite manner, communicating messages clearly to all staff members.
• Communicate and work effectively with all levels of staff and department customers.
• Take on special projects as needed.
• Utilize critical thinking skills to prioritize and complete work quickly as department needs change.
• Coordinate all clerical work for the department with senior/clinical coordinator/manager/director as appropriate.
• Process department invoices/purchase requests in coordination with Senior/Clinical Coordinator/Manager/Director.
• Maintain appropriate levels of all supplies for the department.
• Independently manage the Department Appointment Report (DAR) in EPIC for the respective department.
• Schedule, confirm, and reschedule patients for visits at Rehabilitation Services and its satellite locations.
• Follow department requirements, including completion of questionnaires and coordination with other departments.
• Schedule new evaluations, follow-up appointments, cancellations, rescheduling, and manage wait lists.
• Efficiently "arrive" patients for process workflow and complete end-of-day processing per EPIC policy.
• Follow Rehabilitation Services and/or CDH Policy and Procedure/Guidelines for scheduling new patient evaluations.
• Accurately identify patient MRN to avoid duplication of records in the system.
• Obtain and update patient demographic, insurance, and billing information.
• Access the Unscheduled Orders Work Queues daily and maintain departmental expectations (initial phone call within 24–48 hours for new orders).
• Monitor and maintain other assigned Rehabilitation Work Queues based on registration.
• Follow Rehabilitation Services Guidelines and policies to maximize therapist productivity and time (e.g., effective use of wait lists, scheduling new evaluations, adding paperwork time).
• Collect cash and credit card payments, ensuring all payment collection and documentation meets current standards.
• Perform daily reconciliation and balancing as required.
• Independently manage therapists' monthly schedules/templates.
• Schedule meetings and huddles as requested by therapists or Senior staff members.
• Work with Senior staff to block scheduled PTO and/or sick time appropriately.
• Make "new evaluation confirmation phone calls" to patients the day before scheduled appointments and create "shadow charts" with associated paperwork.
• Complete order entry and evaluating orders, consulting with technicians for interpretive purposes when appropriate.
• Assist patients in obtaining orders not in the EPIC system.
• Understand and perform accurate scanning and indexing of registration and clinical documents within the electronic record.
• Independently manage Rehabilitation Work Queue 3111 to monitor and maintain "visits not authorized" for timely authorization.
• Assist in clinic setup/cleanup, including hot pack/cold pack machine cleaning and temperature logs, and eye wash log maintenance.
• Assist Manager/Senior Staff in monitoring charges via accessible Work Queues in EPIC.
• Independently make corrections to pending Work Queue items with or without supervisor guidance.
• Manage faxing documentation to insurance companies and/or physician offices for authorization and Plan of Care signatures.
• Work with Coding, Patient Accounts, and Financial Clearance Center to ensure accurate patient account registration for timely billing.

Requirements

• Two years of front office experience with computer proficiency.
• High school diploma or equivalent.
• Successful completion of EPIC training for scheduling and registration.

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. Benefits include:

• Tuition reimbursement and loan forgiveness.
• 401(k) matching.
• Lifecycle benefits.