We are currently seeking Call Center Representatives/Patient Access Representatives for our Patient Access Center, located at 4901 Searle Parkway in Skokie. This position may also be based on our Swedish Hospital location in Chicago. This position is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to NorthShore's health services. The Call Center Rep/Patient Access Rep is also responsible for patient education regarding our available online services. You will be trained to use our online knowledge management tool, including our electronic health record system (EPIC), as a resource to assist with patient calls and issue resolution.

This is a high-volume call center environment, where a Call Center Rep/Patient Access Rep may take on average 55 calls per day.

Schedule:

This is a call center environment and work hours can include evenings, nights, and weekends. Our call center is open Monday-Friday 7am-6pm, Saturday from 7:30am-1pm.

What you will do:

• Handle patients requests, over the phone, for multiple Medical Offices/Hospital departments while applying correct workflows and protocols
• Simultaneously collect information from patients and enter data into our electronic health record system (called EPIC)
• Schedule appointments, procedures, and events at our NorthShore locations
• Register and verify insurance eligibility, informing the patients of their financial responsibility
• Promote key initiatives for Patient Access Center and NorthShore (i.e. online services)
• Adhere to privacy (HIPAA) guidelines when speaking with patients and families
• Route calls to correct administrative and clinical departments after assessing patients’ needs
• Supports departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment

What you will need:

• Education:
  • High School Diploma or equivalent (required)
  • Associates or Bachelor's Degree (preferred)
• Experience:
  • One year of customer service experience (required)
  • Inbound call center experience (required)
  • Healthcare experience (preferred)
  • Prior scheduling (preferred)
• Skills:
  • Basic computer skills including proficiencies in Microsoft Windows, Excel, and Outlook, as well as the ability to type 25 words per minute
  • Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
  • Demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
  • Eager to accept educational opportunities as shared through workflow or process changes

How to attend

Please park in the visitor lot across the the entrance at 4901 Searle Parkway. Upon entering the building through the revolving door, visit the check-in table in the lobby and an HR representative will assist you.

What to prepare

• Please bring a hard copy of your resume.

Preferred dress code

Please come wearing business casual attire, or if you are coming to/from a job and have to wear scrubs, that is acceptable.

What is a hiring event?

Think of it like a job fair, but for one company and more personal. Hiring events are a great way for employers to fill multiple roles quickly. Hiring is a human process, and they would like to meet you to see if you’re a fit!