Rehabilitation Patient Liaison Float Locations-Full-time Days

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach 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 across the Northwestern Medicine system. Rehabilitation Services is a collaborative, multi-disciplinary team providing world-class care at 10 hospitals and over 200 locations in Chicago, the suburbs, and northern Illinois. Together with Northwestern University Feinberg School of Medicine, we push boundaries in innovative care delivery, training the next generation of rehabilitation specialists, and pursuing excellence in patient care.

About the Role

The Rehabilitation Patient Access Specialist Float reflects the mission, vision, and values of Northwestern Medicine, adhering to the organization’s Code of Ethics and Corporate Compliance Program, and complying with all relevant policies, procedures, guidelines, and regulatory standards. This role performs department-based reception and clerical functions across Rehabilitation Services locations.

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, utilizing 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 staff.
• 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, following department requirements, including completion of questionnaires and coordination with other departments.
• Appropriately schedule new evaluations, follow-up appointments, cancellations, rescheduling, and waitlist management.
• 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.
• Independently access the Unscheduled Orders Work Queues daily (during normal business hours) and maintain departmental expectations (all new orders receive initial phone call within 24-48 hours).
• Monitor and maintain other assigned Rehabilitation Work Queues based upon registration.
• Follow Rehabilitation Services Guidelines and policies for subsequent patient scheduling to maximize therapist productivity and time (e.g., effective use of waitlist, scheduling new evaluations, adding paperwork time).
• Collect cash and credit card payments, ensuring all payment collection and documentation meets current standards.
• Follow requirements for daily reconciliation and balancing.
• Independently manage therapists' monthly schedules/templates, including blocking scheduled PTO and/or sick time.
• Schedule meetings and huddles as requested by therapists or senior staff.
• Make "new evaluation confirmation phone calls" to all new evaluations the day before the scheduled appointment and create "shadow charts" administering all associated paperwork.
• Complete order entry and evaluating orders, determining when to consult with a technician for interpretative purposes.
• 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" to ensure proper authorization is received in a timely manner.
• Assist in clinic set-up/clean-up, 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 and make corrections to pending Work Queue items with or without guidance from a supervisor.
• Manage faxing documentation to insurance companies and/or physician offices for authorization and signatures for Plan of Care.
• Work with Coding, Patient Accounts, and Financial Clearance Center to ensure all patient accounts are registered accurately for timely billing and management.

Requirements

• Two years’ experience in front office with computer experience.
• High school graduate.
• Successful completion of EPIC training for scheduling and registration.

Benefits

Northwestern Medicine offers 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, loan forgiveness, 401(k) matching, and lifecycle benefits. Learn more about our benefits.