Intake Coordinator I - Client Services

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 healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Intake Coordinator I 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.

The Intake Coordinator I supports the clinician by performing the preliminary clinical intake and referral functions for potential department patients. 

Responsibilities:

• Conducts initial phone contact, clinical intake and triage.
• Ensures all relevant and necessary clinical documentation is received and available to the clinician prior to the scheduled appointment.
• Assists with insurance eligibility verification.
• Documents and tracks referrals.
• May perform other duties as assigned.

Additional Responsibilities

• Assists consumers in scheduling and registering new patient appointments.
• Provides exceptional customer service to consumers which establishes a positive first impression of Northwestern Medicine. Exceed all consumer requests and alert management of issues or concerns that require escalation.
• Demonstrated ability in the handling of complex issues and strong problem-solving skills
• Triages incoming and initiates outgoing phone calls.
• Provides a high level of customer service both internally and externally. Handling sensitive client accounts first and contacting sales and service with any issues within these accounts.
• Educates consumers about Client Services programs including Executive Health, International Health, Concierge Medicine and Human Longevity Lab. Maximize opportunities to cross-sell products within the service lines.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Cross training between Client Services departments may take place to ensure coverage.
• Completes accurate handoff instructions and notes to scheduling staff by documenting appropriately in electronic medical record systems.
• May perform other duties as assigned.

Qualifications:

Required:

Required:

• Excellent customer service skills including interpersonal, verbal, and written communication skills.
• Bachelor’s Degree and two years customer service or contact center experience; or minimum 4 years customer service or contact center experience

Preferred:

• Basic knowledge of community mental health resources and/or referral sources.

Northwestern Medicine is an affirmative action/equal opportunity employer 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.

If we offer you a job, we will perform a background check that includes a review of any criminal convictions. A conviction does not disqualify you from employment at Northwestern Medicine. We consider this on a case-by-case basis and follow all state and federal guidelines.

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.