Department: Health Service - Evanston Salary/Grade: NEX/10
The Patient Representative provides front desk, phone support, patient scheduling and administrative support for Health Service Evanston that has 30,000+ outpatient visits annually. Additionally, the position assists with processing health records of new incoming students in Health Information Management Services during summer months. These roles require the position to work in Health Information Management Services (HIMS) under the supervision of the Associate Director of HIMS primarily during the months of June through September. There may be related tasks the position may be required to perform as the workload requires that may extend outside of this timeframe.
Through use of the electronic patient management system, schedules patient appointments, coordinates access to care, assesses needs and directs incoming patients and visitors to the facility.
Manage all incoming calls for the clinic and maintains electronic patient schedule.
Assist patients with use of the electronic kiosk for self-check in
Coordinates tasks related to patient use of the on-call medical answering service used to support patient care after regular business hours
Provides general clerical support to clinical staff for the following tasks:
Contact with patients about cancelled/rescheduled clinics
Maintains schedule wait list
Follow-up missed appointments
Arranges patient transportation
Updates patient compliance and demographic information in patient management system
Records student missing exams
Schedules internal referral clinics
Manages patient envelope pickup system, faxes, inventory of paper information forms
Performs twice daily paper backup of patient scheduling system
Provides backup for radiology electronic transfer of X-ray reports from NMH
Transport of lab specimens from clinic to lab
Manages incoming package deliveries
Assists with the collection and reporting of data on patient visits, telephone calls and other aspects of clinical operations.
Performs data entry and clerical tasks in the patient management system to ensure the student health records of new incoming students comply with Illinois State law and University policies.
Includes evaluating, interpreting, data entry and scanning/uploading Admission Health Record forms and supplemental health record documentation.
Inform students of compliance status and health record deficiencies verbally or via email.
Places and releases registration holds in the Student Enterprise System for non-compliance according to policy.
Ensures confidentiality of health information and patient privacy by adherence to departmental policies, procedures and regulatory requirements.
Other roles and responsibilities as assigned.
High school diploma required with some college course
Data entry experience with keyboarding/typing skills of 30 wpm or more
Functional knowledge and competency using Microsoft Office applications
Minimum Competencies: (Skills, knowledge, and abilities.)
Strong customer service skills
Excellent communication and interpersonal skills. Able to quickly and easily communicate with strangers and persons for whom English is not their primary language.
Ability to adhere to policies and procedures concerning confidentiality and privacy of health information and medical records
Ability to lift packages up to 50 pounds
Ability to assist patients in and out of a wheelchair and move them as needed within the facility
Associate’s or undergraduate degree related to the health care professions.
Prior experience in an outpatient health care facility or medical practice in a support staff role preferred.
Experience using a practice management/Electronic Health Record system
Northwestern University experience (familiarity with university, and university student experience).
Knowledge of medical terminology.
Preferred Competencies: (Skills, knowledge, and abilities)
Flexibility to adapt to variances in workload including the ability to identify and act on priorities.
Ability to collaborate effectively with staff and function as a team member
Effective management of time and productivity
Initiative to fully utilize a variety of skills to the benefit of the organization.
May be requested in participate committees and assist other workplace roles
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 36176
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.