Client Services Coordinator- Concierge Medicine - Northwestern Memorial Healthcare

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 Client Services Coordinator position reflects the mission, vision, and values of Northwestern Medicine, 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 Client Services Coordinator oversees client services operations on a daily basis. This position is responsible for scheduling, monitoring call activities, problem-solving escalations, monitoring internal assessments, performing inventory management, and training/ competency of all new and current employees. The position requires a thorough understanding of the hospital and lab systems, and the ability to work independently.

RESPONSIBILITIES:

• Responsibilities include but are not limited to ordering & resulting reference lab tests, Ensuring quality metrics are monitored, Guiding specimen processing and distribution to performing department(s).   
•  Triage incoming and initiate outgoing phone calls, faxes, and actively works problem escalations.
• Demonstrated ability in the handling of complex issues and strong problem-solving skills
• 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
• Open and clear communication with Outreach departments, by keeping the team apprised of any issues or problem trends with an internal/external client account
• Aid the Sales & Service team with any issues they need addressed or answering questions
• Act as the main point of contact for the teams
• Actively involved in laboratory process improvement

Required:

• Associate degree or 5 plus years of applicable experience.
• General understanding of all client lab and main lab operations
• Excellent oral and written communication skills

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.