Talent.com
Access Team Lead
Access Team LeadNorthwestern Memorial Healthcare • Lake Forest, California, USA
Access Team Lead

Access Team Lead

Northwestern Memorial Healthcare • Lake Forest, California, USA
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

The Access Team Lead reflects the mission vision and values of NM adheres to the organizations Code of Ethics and Corporate Compliance Program and complies with all relevant policies procedures guidelines and all other regulatory and accreditation standards.

Responsibilities :

Standards of Performance - Northwestern Medicine Values Patient Satisfaction and Service Excellence :

  • Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers coworkers etc. by fostering a team atmosphere. Responds to questions and concerns.
  • Forwards directs and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
  • Maintains patient confidentiality per HIPAA regulations.

Specific Responsibilities :

  • Provides exceptional customer service to consumers which establish a positive first impression of Northwestern Medicine.
  • Exceed all consumer requests and alert management of issues or concerns that require escalation.
  • Correctly identifies and collects patient demographic information in accordance with organization standards.
  • Interacts with various hospital departments and physicians offices to effectively schedule and direct patients through the NMHC systems in a patient / customer friendly manner.
  • Reaches out to patients to schedule an appointment as defined.
  • Performs medical necessity checks as necessary for scheduled services communicates options to patient if appointment fails.
  • Facilitates the pre-authorization of diagnostic exams between referring physicians and insurance carriers through the use of online tools work lists and direct phone calls as necessary.
  • Informs patients of any issues with securing the financial account for their encounter.
  • Completes out-of-pocket estimations as requested by patients.
  • Provides training and education as needed.
  • Manages work schedule efficiently completing tasks and assignments on time.
  • Completes other duties assigned by manager.
  • Cross-training between various departments may take place to ensure coverage.
  • Participates in Quality Assurance reviews to ensure integrity of patient data information.
  • Uses effective service recovery skills to solve problems or service breakdowns when they occur.
  • Utilizes department and hospital policies and procedures to complete assigned tasks.

    • Communication and Collaboration :

  • Communicates information to the patient regarding questions about physician referrals insurance referrals and consultations.
  • Collects authorization numbers in appropriate systems as applicable.
  • Provides professional and constructive environment for communication across units / departments and resolves operational issues.
  • May attend intra / interdepartmental meetings which involve walking within NM Campus.
  • Communicates customer satisfaction issues to appropriate individuals.
  • Demonstrates teamwork by helping co-workers within and across departments.
  • Communicates effectively with others respects diverse opinions and styles and acknowledges the assistance and contributions of others.
  • Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.

    • Technology :

  • Utilizes multiple online order retrieval systems to verify or print the patients order.
  • Verifies insurance eligibility and benefit levels through the use of online tools (NDAS ASF etc.) or over the phone as necessary.
  • Completes accurate handoff instructions and notes to scheduling staff by noting appropriately in Epic.
  • Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.

    • Efficiency Process Improvement and Business Growth :

  • Is proactive in preventing issues with patient visit by double checking type of test preps required assuring no conflict with other tests verifying time and location communicating relevant information and documenting order retrieval in notes for check-in person.
  • Understands minimum data set required for a complete registration collects and verifies critical data and updates that information into registration system.
  • Understands departmental and individual quality metrics.
  • Proactively analyzes account activity identifies problems and initiates appropriate actions / resolutions.
  • Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
  • Participates in departmental quality improvement activities.
  • Provides ideas and suggestions for process improvements within the department.
  • Monitors registration and scheduling including insurance verification to ensure processing within prescribed quality standards.
  • Adjusts processes as needed to meet standards.
  • Uses organizational and unit / department resources efficiently.
  • Acts as a training resource for new staff and a resource for coworkers sharing process and workflow information.

    • Leadership Responsibilities :

  • Assists Operations Coordinator with staff training and development as well as on-boarding new staff.
  • Ensures staff understanding and compliance of NM policies procedures and expectations and assists in communicating any changes when applicable.
  • Identifies potential problems and notifies the Operations Coordinator and Manager.
  • Coordinates advanced troubleshooting to staff when issues or questions arise.
  • Serves as first line of assistance to staff.
  • Investigates and resolves patient technical and workflow problems related to their area of responsibility or escalates to Operations Coordinator / Manager for assistance.
  • Helps coordinate and supervise section staffing to ensure sufficient staff to cover all aspects of service alongside Operations Coordinator.
  • Works proactively with Operations Coordinator to adjust daily staff work assignments due to sick leave or increased patient volume.
  • Monitors queues to make real-time adjustments as necessary.
  • Assures that all computer systems and technology are consistently working properly.
  • Coordinates the maintenance and repair activities as related to equipment and facilities.
  • Escalates issues when needed.
  • Identifies and communicates key issues and trends to Operations Coordinators.
  • Assesses and communicates staff development needs to Operations Coordinator to support periodic individual evaluations of staff.
  • Develops coordinates presents and participates in staff education and training programs including new system deployment and go-live support.
  • Provides material and helps develop agendas for routine staff meetings. Maintains customer service objectives.
  • Assumes delegated responsibilities in the absence of the Operations Coordinator.
  • Assist Operations Coordinator / Manager with responsibilities that include interviewing hiring training progressive discipline dismissals performance appraisals and employee relations.
  • Assist Operations Coordinator / Manager on the development and implementation of policies and procedures as needed to support Service Center functions.
  • Ensures staff has access to necessary policies procedures training and other resources necessary to complete their responsibilities and that policies and procedures are updated as necessary.
  • Works with Operations Coordinator / Manager on enforcing Productivity and Quality standards; conducting regular audits of staff performance with documented feedback; monitoring agent performance including service level calls answered contact quality errors attendance.
  • Performs other duties as assigned.

    • AA / EOE.

    Qualifications : Required :

  • Minimum of two years experience in customer service or patient relations.
  • Excellent interpersonal and verbal communication skills.
  • Excellent problem solving skills.
  • Received favorable annual performance reviews if internal applicant in the past one to two years.
  • Ability to read and communicate effectively in English.
  • Basic Computer Skills.
  • Ability to type 40 wpm.
  • Excellent verbal and written communication skills.
  • Ability to multi-task.
  • Customer Service Oriented.
  • Excellent organizational time management analytical and problem solving skills.

    • Preferred :

  • Bachelors degree.
  • Healthcare Finance and / or Healthcare Insurance Knowledge.
  • Experience in a healthcare setting especially patient scheduling and / or registration.
  • Coding Certification.
  • Certified Healthcare Associate Designation (NAHAM).
  • Two - four years of progressive experience in a revenue cycle setting.
  • Financial aptitude business orientation or experience / knowledge of hospital based patient management / patient accounting systems.
  • Knowledge of medical terminology.
  • Epic experience.

    • Additional Information :

    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.

    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.

    Remote Work : No

    Employment Type : Full-time

    Key Skills

    Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV

    Experience : years

    Vacancy : 1

    serp_jobs.job_alerts.create_a_job

    Team Lead • Lake Forest, California, USA

    Job_description.internal_linking.related_jobs
    Border Patrol Agent - Entry Level - Up to 30k Sign On Bonus

    Border Patrol Agent - Entry Level - Up to 30k Sign On Bonus

    U.S. Customs and Border Protection • Dana Point, CA, United States
    serp_jobs.job_card.full_time
    Border Patrol Agent (BPA) GL-5 / 7 grade levels.IMPORTANT NOTICE : Duty assignments available at the time of offer may include the Southwest Border, including prioritized locations.Border Patrol deter...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    AI Engineering Lead

    AI Engineering Lead

    Jobot • Irvine, CA, US
    serp_jobs.job_card.permanent
    Hybrid, Competitive Salary, Excellent Benefits, Bonus Potential, 401k, and More!.This Jobot Job is hosted by : Sierra Johnson. Are you a fit? Easy Apply now by clicking the "Apply Now" button and sen...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Tech Audit Senior

    Tech Audit Senior

    Withum • Irvine, CA, United States
    serp_jobs.job_card.full_time
    Withum is a place where talent thrives - where who you are matters.It's a place of endless opportunities for growth.A place where entrepreneurial energy plus inclusive teamwork equals exponential r...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Remote Claims Adjusters, Examiners, and Investigators - AI Trainer ($60-$100 per hour)

    Remote Claims Adjusters, Examiners, and Investigators - AI Trainer ($60-$100 per hour)

    Mercor • San Clemente, California, US
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time
    Role Overview • •Mercor is collaborating with a top-tier AI research group to model real-world claims workflows for property and casualty insurance. We are seeking experienced independent contractors—...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
    Team Lead I

    Team Lead I

    PCV Career • Pomona, California, USA
    serp_jobs.job_card.full_time
    Notice to Prospective Employees of PCV Murcor Inc who are California Residents.PCV Murcor Increspects the privacy of our employees and prospective can read about our information collection practic...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Specialist Series Pool Ad

    Specialist Series Pool Ad

    University of California - Irvine • Irvine, CA, United States
    serp_jobs.job_card.full_time
    A reasonable estimate for this position is $55,000-$194,800.See table Specialist Series - Exempt.Friday, Nov 7, 2025 at 11 : 59pm (Pacific Time). Applications received after this date will be reviewed...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    AWS Tech Lead

    AWS Tech Lead

    Cloudious LLC • Irvine, California, USA
    serp_jobs.job_card.full_time
    We are seeking a skilled AWS Tech Lead to lead the migration of APIs from MuleSoft to AWS API Gateway.The ideal candidate will have hands-on experience in cloud-native development API management an...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Hiring Now - Work from Home - No Experience

    Hiring Now - Work from Home - No Experience

    OCPA • Dana Point, California, us
    serp_jobs.filters.remote
    serp_jobs.job_card.part_time +1
    Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies. We guarantee 15-25 hours per week with an hourly pay of bet...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    IT Architect 4 - Enterprise Data & Analytics - FT - Day - Remote

    IT Architect 4 - Enterprise Data & Analytics - FT - Day - Remote

    University of California - Irvine Health • Irvine, CA, United States
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time
    University of California, Irvine, and the only academic health system based in Orange County.UCI Health is comprised of its main campus,. UCI Health Community Network in Orange and Los Angeles count...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Leader, CRM

    Leader, CRM

    loanDepot • Irvine, California, USA
    serp_jobs.job_card.full_time
    Responsible for leading and supporting loanDepots Salesforce CRM initiatives and integrations optimization of system performance and driver of user adoption across the organization.This individual ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Travel CT Tech - $2,050 to $2,291 per week in Cortez, CT

    Travel CT Tech - $2,050 to $2,291 per week in Cortez, CT

    AlliedTravelCareers • Cortez, CT, US
    serp_jobs.job_card.full_time
    AlliedTravelCareers is working with Prime Time Healthcare to find a qualified CT Tech in Cortez, Connecticut!.Now Hiring : Allied Healthcare CT - Cortez, CO. Contact us for Pay Information.Actual amo...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Side Hustle Project Lead

    Side Hustle Project Lead

    Finance Buzz • Capistrano Beach, California, US
    serp_jobs.job_card.full_time +1
    We’re offering a role for someone who wants to lead their own side-income project in their spare time.You’ll explore various proven side hustles, select the ones that fit your lifestyle, and run th...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
    Team Lead

    Team Lead

    CAVA • Mission Viejo, California, USA
    serp_jobs.job_card.part_time
    AtCAVA we love what we do and we try and make every day as fulfilling as thelast.Our restaurants need Team Members to make the magic happen every matters and were here to celebrate your growth.Wit...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
    Remote M&A Associate - AI Trainer ($50-$60 / hour)

    Remote M&A Associate - AI Trainer ($50-$60 / hour)

    Data Annotation • San Clemente, California
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time +1
    We are looking for a finance professional to join our team to train AI models.You will measure the progress of these AI chatbots, evaluate their logic, and solve problems to improve the quality of ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Information Technology Risk Manager

    Information Technology Risk Manager

    The Phoenix Group • Pomona, CA, US
    serp_jobs.job_card.full_time
    This hybrid role supports both the organization's information technology operations and its risk management programs.The ideal candidate will ensure reliable system performance, safeguard data and ...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Med Tech

    Med Tech

    Atria Senior Living • Mission Viejo, CA, United States
    serp_jobs.job_card.full_time +1
    We create communities where employees thrive in their work, helping our residents thrive in their homes.Atria Senior Living's family of brands has openings for individuals looking for a career with...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
    Customer Support Quality Lead

    Customer Support Quality Lead

    VirtualVocations • Ontario, California, United States
    serp_jobs.job_card.full_time
    A company is looking for a Customer Support Quality Lead to enhance customer support interactions.Key Responsibilities Establish and improve a QA program for evaluating agent performance across s...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_1_day • serp_jobs.job_card.promoted
    Senior Site Reliability Engineer

    Senior Site Reliability Engineer

    Tp-link Systems Inc. • Irvine, California, United States
    serp_jobs.job_card.full_time
    At the forefront of the future of connected living, TP-Link's Systems Inc.R&D Center in Irvine, Southern California's innovation hub, spearheads research and development of next-generation networki...serp_jobs.internal_linking.show_more
    serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted