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
- BLS/CPR
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
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. Please visit our Benefits section to learn more.
Sign-on Bonus Eligibility: 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 at NM may be eligible depending upon the job family.
