Account Services Coordinator HealthLab Full Time Days

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 health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees. Ready to join our quest for better?

The Account Service Coordinator will support clients in the following areas: Buffalo Grove, Chicago, Evanston, Skokie, Glenview, Morton Grove, Niles, Northbrook, Wilmette, Winnetka, Arlington Heights, Des Plaines and Mount Prospect

This position is remote, however, travel to client sites is required.

The HealthLab Account Service Coordinator 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.

• This position will serve as the Sales/Client support liaison both in-house and out in the field setting. In this role, the Account Services Coordinator will maintain relationship management responsibility while executing new project startups and assisting with the on-boarding process supporting both the Sales & Client piece. Identify, prioritize and oversee day-to-day service needs specific to a client office.  This position will establish and maintain customer relationships with key operating and clinical leaders both in person and via telephone communication. Effective coordination across NMHC teams will be essential to meeting entity needs and customer expectations. This position is responsible for recognizing trends in clients’ offices and facilitating re-education alongside the sales/service and phlebotomy teams. Ongoing and effective communication of all issues, including a required escalation of outstanding issues and status updates, are expected. This position will require travel to client offices 3-5 days a week.

Responsibilities:

• Provide a high level of customer service both internally and externally.
• Ongoing support of our teams and the overall business including various pricing projects and special requests.
• Act as a liaison between the client, sales team, main lab, supply, courier, LIS, client services and billing.
• Provide ideas and suggestions to increase efficiencies not only in regards to client office but also internal processes.
• Responsible for on-boarding new account startups from start to completion working alongside the sales rep and key personnel in the client office.
• Ability to effectively work with HealthLab internal operations along with new clients to resource prioritized initiatives and escalate as necessary
• Responsible for on-going management of p-file trends and deliver improvement measures
• Attend meetings as needed to review client dashboards/issue tracking and communicate accordingly
• Participate / Coordinate end user testing/acceptance of system changes and modifications with client interfaces along with sales.
• Problem solves application and workflow issues and works through barriers to achieve results by collaborating effectively with operations
• Serves as an expert in process improvement in assisting end users and operational leaders in effective workflow design supported by decision support tools
• Conduct ongoing on-site visits to client accounts to initiate and form relationships in an effort to retain client relationships.
• Attend on site meetings, as required.
• This position will require a high level of organization, time management, and problem resolution.

Required:

• Minimum of 1-3 years of customer service experience.
• Recent college graduates are encouraged to apply.
• Bachelor's degree.

Preferred:

• MLT or equivalent lab work experience.
• CERT MLT

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. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility (if sign-on bonus offered for position): 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 at NM may be eligible depending upon the job family.