Northwestern Medicine

Academic medical center research, teaching, care

Rehabilitation Patient Liaison

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeGeneva, IL, USA$19.84 - $25.79 /hrIn-person

About the Job

Requirements

Two years of front-office experience with computer experience.
High school graduation.
Successful completion of EPIC training for scheduling and registration.

Responsibilities

Perform department-based reception and clerical functions.
Greet staff and customers as a receptionist and refer them to appropriate staff when needed.
Answer department telephone calls and communicate messages clearly to staff members.
Take on special projects as needed.
Prioritize and complete work promptly as department needs change.
Coordinate department clerical work with the senior staff member, clinical coordinator, manager, or director as appropriate.
Coordinate with senior or clinical coordinators, managers, or directors to process department invoices and purchase requests when needed.
Maintain appropriate department supply levels.
Independently manage the Department Appointment Report (DAR) in EPIC for the respective department.
Schedule, confirm, and reschedule patients for Rehabilitation Services and satellite-location visits.
Complete department requirements, including questionnaires and coordination with other departments as needed.
Schedule new evaluations and follow-up appointments, cancellations, rescheduling, and wait-list placements appropriately.
Arrive patients efficiently in the system for workflow processing.
Complete end-of-day processing according to EPIC policy.
Follow Rehabilitation Services and/or CDH policies, procedures, and guidelines for scheduling new-patient evaluations.
Accurately identify patient medical record numbers (MRNs) to avoid duplicate records.
Obtain and update patient demographic, insurance, and billing information.
Independently access the Unscheduled Orders Work Queues during normal business hours as needed and ensure new orders receive an initial phone call within 24–48 hours.
Independently monitor and maintain other assigned Rehabilitation Work Queues based on registration as needed.
Follow Rehabilitation Services scheduling guidelines and policies to maximize therapist productivity and time, including using the wait list, scheduling new evaluations, and adding paperwork time when a therapist has many new evaluations or a documentation backlog.
Collect cash and credit-card payments as needed and ensure collection and documentation meet current standards.
Complete daily reconciliation and balancing requirements.
Independently manage therapists’ monthly schedules and templates as needed.
Schedule meetings and huddles at the request of a therapist or senior staff member.
Work with senior staff to block scheduled paid time off or sick time appropriately.
Make new-evaluation confirmation calls to patients the day before their appointment and create shadow charts with associated paperwork as needed.
Complete order entry and evaluate orders.
Determine when to consult a technician for interpretative purposes.
Assist patients in obtaining orders that are not in EPIC.
Recognize registration and clinical documents and accurately index them in the electronic record.
Independently manage Rehabilitation Work Queue 3111 to monitor visits lacking authorization and ensure authorization is received promptly.
Assist with clinic setup and cleanup, including cleaning hot-pack/cold-pack machines and completing temperature and eyewash logs as needed.
Assist managers or senior staff in monitoring charges through accessible EPIC Work Queues and correct pending Work Queue items independently, with or without supervisor guidance.
Fax documentation to insurance companies and physician offices for authorization and Plan of Care signatures as appropriate.
Work with Coding, Patient Accounts, and the Financial Clearance Center to ensure patient accounts are registered accurately for timely billing and account management.

Job Description

The Rehabilitation Patient Access Specialist Float 1 reflects the mission, vision, and values of NM, 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.

Performs department-based reception and clerical functions.

Responsibilities:

May act as a receptionist for the department, greeting staff and customers in a polite manner, and referring to appropriate staff when needed.
Answers department telephone calls in a polite manner, communicating messages appropriately and clearly to all staff members.
Is customer oriented and able to communicate and work effectively with all levels of staff and department customers.
Successfully takes on special projects as needed.
Utilizes critical thinking skills to successfully demonstrate the ability to prioritize and complete work quickly as the needs of the department change.
Coordinates all clerical work for the department with senior/clinical coordinator/manager/director as appropriate.
May coordinate with Senior/Clinical Coordinator/Manager/Director to process department invoices/purchase requests.
Maintains appropriate levels of all supplies for the department.
Independently manages the DAR (Department Appointment Report) in EPIC for the respective department.
Schedules, confirms, and reschedules patients for visits at Rehabilitation Services and its satellite locations.
Follows the necessary requirements of the department, which can include completion of questionnaires and coordination with other departments.
Appropriately schedules new evaluations and follow up appointments, cancellations, rescheduling and wait list.
Appropriately and efficiently "arrives" patients for process workflow.
Completes end of day processing per EPIC policy.
Follows Rehabilitation Services and/or CDH Policy and Procedure/Guidelines for scheduling new patient evaluations.
Accurately identifies patient MRN to avoid duplication of records in system.
Obtains and updates patient demographic, insurance and billing information.
May independently access the Unscheduled Orders Work Queues on a daily basis (during normal business hours) and maintains departmental expectations (all new orders will receive initial phone call within 24 -48 hours).
May independently monitor and maintain other assigned Rehabilitation Work Queues based upon registration.
Follows Rehabilitation Services Guidelines and policies in regard to subsequent patient scheduling in order to maximize therapist productivity and time. (Effective use of wait list, scheduling of new evaluations, independently adding paperwork time in instances where a therapist is required to see a high number of new evaluations or has a backlog of documentation).
May collect cash and credit card payments and ensures all payment collection and documentation meets current standards.
Follows the necessary requirements for daily reconciliation and balancing.
May independently manage therapist's monthly schedules/templates.
Schedules meetings and huddles as requested by therapist or Senior staff member.
Works with Senior to block scheduled PTO time and/or sick time appropriately.
May independently make "new evaluation confirmation phone calls" to all new evaluations the day before the scheduled appointment and create "shadow charts" administering all associated paperwork for these patients.
Completes order entry and evaluating orders.
Determines when it is appropriate to consult with technician for interpretative purposes.
Assists patients to obtain orders not in the EPIC system.
Understanding of scanning: possesses thorough understanding of the scanning process. This understanding includes the user's ability to recognize registration and clinical documents and perform accurate indexing within the electronic record.
Independently manages Rehabilitation Work Queue 3111 to monitor and maintain "visits not authorized" to ensure proper authorization is received in a timely manner.
May assist in clinic set up/clean up including hot pack/cold pack machine cleaning and temp logs, eye wash log.
Assists Manager/Senior Staff in monitoring charges via accessible Work Queues in EPIC. Independently makes corrections to pending Work Queue items with or without guidance from supervisor.
Manages faxing documentation to insurance companies and/or physician offices for authorization and signatures for Plan of Care as appropriate.
Works with Coding, Patient Accounts and Financial Clearance Center to ensure all patient accounts are registered accurately for timely billing and management of patient accounts.

Qualifications

Required:

Two years’ experience in front office with computer experience
High School graduate
Successful completion of EPIC training for scheduling and registration

Additional Information

Northwestern Medicine is an equal opportunity employer (disability, VETS) 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.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

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.

Click on or copy and paste URL to your browser to view detailed benefits information https://jobs.nm.org/benefits

Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings.

If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception: New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.

Compensation: 19.84 to 25.79 (USD) (HOURLY)

About the Company

Northwestern Medicine

Academic medical center research, teaching, care

Northwestern Medicine brings together Northwestern Memorial HealthCare and the Northwestern University Feinberg School of Medicine to advance health care through research, teaching, and patient care. It runs an academic medical system with more than 33,000 staff, faculty, students, and researchers across 200 locations, including five hospitals that are ranked among America’s Best by U.S. News & World Report (2025–2026). The organization offers medical care by clinicians and scientists who also teach and study new treatments, meaning patients may benefit from up-to-date therapies developed through ongoing research. Its approach combines hospital services, medical education, and scientific discovery in one ecosystem, which sets it apart from ordinary clinics. The goal is to improve medicine so that patients receive higher-quality care and safer, better outcomes.

Company size: 10,001+
Company stage: Grant
Total funding: $25M
Headquarters: Chicago, IL
Founded: 2009

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