Job Description

The Customer Service Coordinator reflects the mission, vision, and values of Northwestern Medicine Health Care, 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.

Customer Service Coordinator- Cardiac Recovery & Observation Unit:

Schedule and Physical Requirements

• Full-time position, Monday through Friday, 6:00 AM to 2:30 PM.
• Requires frequent walking across long distances within the Feinberg Pavilion to escort patients from the lobby to the cardiac procedure preparation area.

Communication and Coordination

• Maintains ongoing communication with the clinical coordinator and charge nurse using Microsoft Teams and Microsoft Office tools.
• Coordinates patient flow and room assignments in real time throughout the day.
• Provides patients with basic instructions based on their scheduled procedure (e.g., changing into a gown and preparing for the prep nurse).
• Serves as the first point of contact for patients, setting a welcoming and professional tone for their visit.
• De-escalates patient concerns related to extended wait times due to emergencies or other delays.
• Proactively collaborates with the clinical coordinator to identify anomalies in the procedural schedule.
• Notifies patients of anticipated delays to improve transparency and reduce anxiety.

Epic and Procedural Awareness

• Uses Epic minimally to monitor the procedural board and anticipate daily workflow.
• Understands the nature of cardiac procedures to provide patients with accurate wait time estimates and emotional reassurance.

Excluded Responsibilities

• This role does not include tasks related to insurance prior authorization, scheduling activities, referrals, consultations, entering lab or diagnostic testing orders, or coding.

Administrative and Downtime Duties

• Scans medical records into patient charts as part of daily responsibilities during downtime.
• Verifies patient contact information and ensures family members receive timely text updates.
• Assists with patient discharge and transport logistics.
• Acts as an information resource for patients, families, and vendors.
• Maintains a clean, organized, and presentable work environment at all times.
• Ensures patient-facing areas are tidy and welcoming to support a positive first impression.

Provides patient activity coordination, patient flow direction and problem solving. Acts as a patient advocate and serves as a liaison between the assigned department and other hospital departments. Typical duties may include monitoring of daily operations, appointment coordination, organization of paperwork, computerized order entry, telephone triage and coordination of patient encounter information.

Responsibilities:

• Greets and establishes positive first impressions with department patients, establishing a role as patient advocate, in accordance with Patient’s First service standards.
• Interacts with various hospital departments and physician’s offices to effectively direct patients in a patient/customer friendly manner.
• Politely and promptly answers and appropriately triages department telephone calls.
• May enter laboratory and diagnostic testing orders on computer systems.
• Schedules patients for physician and hospital encounters using the Epic scheduling system.
• Correctly identifies and collects patient demographic information in accordance with hospital standards.
• Coordinates patient referrals, insurance referrals and consultations.
• Maintains department medical record systems.
• Distributes department correspondence.
• Encourages teamwork through interdepartmental communication.
• Identifies potential problems and notify the manager.
• Organizes paperwork for patients by gathering the necessary materials and monitoring progress.
• Provides administrative support to clinical staff
• Performs other duties as assigned.

Qualifications

Minimum Requirements:

Education:

• High school diploma

Experience:

• Minimum of one year experience in customer service or patient relations

Behavioral Attributes:

• Excellent interpersonal verbal communication skills

Preferred:

• Degree or additional training in business, communication or healthcare
• Computer data-entry/typing experience
• Experience in a healthcare setting.
• Experience with automated patient scheduling, specifically Epic-based platforms.
• Bilingual language skills
• Excellent problem-solving skills

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) 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.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

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.

Click on or copy and paste URL to your browser to view detailed benefits information https://jobs.nm.org/benefits

Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings.

If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception: New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.