Job Description

The Diabetes Education Liaison __ 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.

• The Diabetes Education Liaison will schedule and pre-register patients for their upcoming education appointments at Northwestern Medicine. This role includes scheduling the patient, updating the insurance information, performing medical necessity checks as appropriate, verifying the authorization was initiated by the physician’s office, check-in and check-out, and contacting the patient to notify them of any possible patient financial responsibilities. This role will also identify and counsel financially unsecured patients regarding payment options or financial assistance programs based on department policies and procedures. The Diabetes Education Liaison schedules and supports the small group education sessions for patients with pre-diabetes diagnosis.

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.
• Maintains patient confidentiality per HIPAA regulations.
• Provides exceptional customer service to patients, which establish a positive first impression of Northwestern Medicine.
• Exceed all patient requests and alert management of issues or concerns that require escalation.
• Provides support to patients with diabetes in order to assist them in achieving their health goals via Diabetes Education
• Initiates clinical contact with adults to engage them in setting and achieving measurable goals related to their health care needs
• Actively participates as a member of an inter-professional team to provide comprehensive patient care.
• Proactively collaborates with other Northwestern programs as well as other community-based referral sources to ensure seamless coordination of patient care.
• Documents timely, accurate and appropriate information in patient’s medical record.
• Provides coverage for other members of the diabetes education team as needed.
• Utilizes advanced problem-solving skills and creativity to coordinate action plans when barriers are present.
• Utilizes conflict resolution skills as necessary to ensure timely resolution of issues and system problems.
• Provides patient and family education that promotes wellness and increases knowledge of the health care system.
• Displays sound judgment when conducting visits to patients in diverse communities
• Utilizes multiple online order retrieval systems to verify or print the patient order. Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary.
• Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.
• Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable. Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct. Responds to questions and concerns from patients regarding services received and/or payment in the Diabetes Education Program.
• Identifies and counsels financially unsecured patients regarding payment options or financial assistance programs based on department policies and procedures.
• Assists patients with completing financial assessment applications,
• Requests and collects patient deposits for self-pay patients receiving future services.
• Identifies patients with potential insurance coverage issues, including but not limited to limited coverage, and lack of in-network status.
• Follows department policies and procedures in regards to soliciting financial deposits, identification of in-network providers for out-of-network patients, and communication back to clinical team(s) and/or patient.
• Provides walk-in availability for patients with financial concerns and accepts payments as necessary.
• Handles phone calls pertaining to aforementioned scope and provides price estimates as appropriate for the type of service requested.
• Other duties as assigned.

Qualifications

** Required :**

• High School Diploma or equivalent.
• 2-3 years customer service, medical office or health insurance experience.
• Excellent interpersonal, verbal, and written communication skills.
• Excellent verbal and written communication skills.
• Ability to read, write, and communicate effectively in English.
• Basic Computer Skills.
• Ability to multi-task.
• Customer service oriented.
• Excellent organizational, time management, analytical, and problem-solving skills.

_ Preferred:_

• Bachelor's Degree
• Additional language skills.
• Excellent formal presentation skills to support patient education in small group setting
• Healthcare finance and/or healthcare insurance experience.
• Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration

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.

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.