Demonstrates strong patient-first customer service skills while effectively managing patient scheduling, registration, and insurance verification processes. Proficient in maintaining confidentiality under HIPAA regulations and utilizing healthcare systems for accurate data entry and communication.

Highest-signal resume keywords

Customer Service OrientationPatient Scheduling ExperienceHIPAA ComplianceInsurance VerificationData Entry Proficiency

About the role

Key responsibilities & impact

Provide patient-first customer service and respond to patient questions and concerns
Escalate extraordinary issues to the Team Lead or Operations Coordinator
Maintain patient confidentiality under HIPAA regulations
Identify and collect patient demographic information
Schedule and direct patients through Northwestern Medicine systems
Reach out to patients to schedule appointments
Perform medical-necessity checks and communicate options when appointments fail
Inform patients about issues securing financial accounts
Complete out-of-pocket estimations
Provide training and education as needed
Manage schedules and complete assignments on time
Participate in cross-training and Quality Assurance reviews
Resolve service breakdowns using service-recovery skills
Communicate physician-referral, insurance-referral, and consultation information
Collect authorization numbers in appropriate systems
Collaborate across units and departments and support direct-care staff
Retrieve and verify patient orders using online systems
Verify insurance eligibility and benefit levels using NDAS, ASF, online tools, and telephone
Document handoff instructions and notes in Epic
Run real-time eligibility checks and follow out-of-network policies
Prevent visit issues by verifying tests, preparation requirements, appointment details, and duplicate records
Complete and update patient registration data
Analyze account activity and initiate resolutions
Suggest and implement process improvements
Monitor registration, scheduling, and insurance verification quality standards
Serve as a training resource for new staff and coworkers
Adapt schedules and processes to changing business needs and healthcare policies

Requirements

What you’ll need

High School diploma or equivalent
2-3 years customer service or medical office experience
Excellent interpersonal, verbal, and written communication skills
Proficiency in computer data-entry/typing
Ability to read, write, and communicate effectively in English
Basic computer skills
Ability to type 40 wpm
Ability to multi-task
Customer service orientation
Excellent organizational, time management, analytical, and problem-solving skills
Additional education preferred
Additional language skills preferred
Healthcare finance and/or healthcare insurance experience preferred
Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration preferred
Must complete a criminal-history background check if offered the position

Benefits

Comp & perks

Tuition reimbursement
Loan forgiveness
401(k) matching
Lifecycle benefits
Remote work option
Day shift schedule
Cross-training between various departments
Equal opportunity employment
Background check conducted in compliance with applicable laws

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data EntryInsurance VerificationPatient RegistrationMedical Office ExperienceAppointment SchedulingAnalytical SkillsProblem-Solving SkillsMulti-TaskingProcess ImprovementQuality Assurance

Soft Skills

Interpersonal SkillsVerbal CommunicationWritten CommunicationOrganizational SkillsTime Management

Tools & Technologies

EpicNDASASFOnline Systems

Industry Keywords

Healthcare FinanceHealthcare InsurancePatient ConfidentialityService RecoveryCross-Training