Northwestern Medicine · 17 hours ago
Referral Specialist, Health Resources, Full-time, Days (Hybrid)
Chicago, IL
Full-time
Hybrid
Entry, Mid Level
2+ years expNorthwestern Medicine is a leader in the healthcare industry, committed to a patient-first approach. The Referral Specialist role involves providing exceptional customer service, triaging inquiries, and assisting consumers with scheduling and registration for appointments.
Emergency MedicineHealth CareHospitalMedicalNutritionRehabilitation
Responsibilities
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
Provides exceptional customer service to consumers which establishes a positive first impression of Northwestern Medicine
Exceed all consumer requests and alert management of issues or concerns that require escalation
Appropriately triages telephone inquiries requesting medical services and/or physician referral/appointment to determine level of urgency/acuity and type of physician needed for stated problem
Maintains sufficient medical knowledge base with ability to recognize urgent clinical situations and demonstrate communication skills necessary to make appropriate physician referrals to potential patients
Assists consumers in scheduling and registering for patient appointments
Registers and educate consumers on classes in programs offered by
Securely process consumers credit card information accurately with PCI compliance standards upon class registration
Educates consumers about additional NMHC services that may meet a patients needs
Obtains knowledge about hospital product lines and medical staff to enable cross marketing of services
Participate in training programs as new product lines are introduced
Maximize opportunities to cross-sell NM services
Direct consumers to the NMHC website for additional information as needed
Protects the integrity of the proprietary database by entering and updating all consumer/physician demographic information correctly to avoid duplicate or inaccurate records
Document codes for all consumer transactions to accurately track call types and effectiveness of all programs
Maintain a current and up-to-date knowledge with health care plans to accurately make physician referrals to patients according to their carrier
Assist patients on requirements of their particular plans e.g. HMO, IPA and identify alternative resources if needed
Other duties as assigned
Keep abreast of all daily correspondence to ensure that consumers are receiving accurate and up to date information
Keep fellow team members informed of all pertinent changes to procedures or any new insights into clinical issues
Interface with various hospital departments and physician offices while directing consumers and physicians through the Northwestern Medicine organization
Utilize Epic and any other appropriate scheduling systems to register patient, schedule appointments, and verify insurance
Respond to Internet requests from consumers
Maintain the department average for all individual quality goals including contact center metrics, appointment scheduling, database accuracy, and quality monitoring
Focus on continual process improvements for assigned responsibilities to achieve optimal outcomes
Completes telephone contacts to exceed expectations of callers
Monitors queue status closely to minimize wait time of caller
Qualification
Required
High school diploma or equivalent
2-3 years of Customer Service in Contact/Call Center and/or medical staff office and computer experience
Excellent customer service skills
Excellent interpersonal, verbal, and written communication skills
Proficiency in computer data-entry/typing
Excellent verbal and written communication skills
Ability to read, write, and communicate effectively in English
Basic computer skills
Ability to type 40 wpm
Ability to multi-task
Customer service oriented
Excellent organizational, time management, analytical, and problem solving skills
Preferred
Bachelor's degree
Additional language skills
Healthcare finance and/or healthcare insurance experience
Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration
Additional training in health care, marketing, or communication
Familiarity with health care plans and managed care
Benefits
Tuition reimbursement
Loan forgiveness
401(k) matching
Lifecycle benefits
Company
Northwestern Medicine
Northwestern Medicine is the collaboration between Northwestern Memorial HealthCare and Northwestern University Feinberg School of Medicine around a strategic vision to transform the future of health care.
10001+ employees
H1B Sponsorship
Northwestern Medicine has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (75)
2024 (66)
2023 (70)
2022 (78)
2021 (35)
2020 (39)
Funding
Current Stage
Late StageTotal Funding
$25M2018-06-26Grant· $25M
Leadership Team
Howard Chrisman, MD
President and CEO
John A. Orsini, CPA
Senior Vice President and Chief Financial Officer
Recent News
2026-01-13
Near North Health
2025-12-01
Company data provided by crunchbase