Patient Service Rep Team Lead - Pediatrics

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  PSR Team Lead reflects the mission, vision, and values of NM, adheres to the organization’s Code of Personal Conduct and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The PSR Team Lead provides support to clerical staff by facilitating efficient workflow, assisting with various clerical activities, and performing related administrative functions.  This role leads the work of clerical staff, ensures efficient workflow, maintains neat, clean and safe workspace and patient waiting areas, promotes patient satisfaction by interacting with patients in a professional, friendly manner, and safeguarding patient confidentiality.

Under the direction of the Operations or Practice Administrator, this position regularly assigns, instructs and verifies the work of other clerical staff, provides training and orientation of new employees, and identifies and helps resolve staff and operational issues.

Responsibilities:

• Leads the work of clerical staff within the practice.
• Serves as a role model and resource to clerical staff.
• Provides training and orienting to all clerical roles, and maintains training and orientation materials and records.
• Creates and manages the staffing schedule.
• Monitors and evaluates policies and procedures to suggest operational changes.
• Participates in conferences and meetings, and represents the work unit on organizational initiatives
• Ensures efficient patient flow through the site.
• May perform other duties as assigned.

Required:

• High school diploma or GED equivalent.
• Previous experience in a customer service position.
• 1 year experience with patient registration or similar role.

Preferred: 

• Bachelor’s degree.
• Previous experience in a healthcare setting.
• Working knowledge of medical terminology.
• Bilingual

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.