The position provides a broad variety of high level administrative support to the Northwestern University Center for Audiology, Speech, Language and Learning (NUCASLL), an outpatient clinical setting providing care for over 6000 speech-language pathology, audiology and learning patients per year. The position supports the Clinical Faculty, Directors, Managers, Clients, Students, Physicians, and Staff. The successful candidate will demonstrate superb judgment, problem solving, and customer service skills to resolve routine and complex issues and handle information of a highly confidential and critical nature.
Provides an excellent customer experience for all clients seen in NUCASLL, clinical faculty, and students of NUCASLL throughout the entire patient experience including:
- Registration and insurance eligibility verification
- Scheduling of appointments
- Completion of accurate and timely check-in, check-out of patients,
- Completion of accurate ordering of hearing aid and assistive listening products
- Creation of accurate and timely invoices for patient balances
- Posting of payments to client accounts.
- Communication with insurance payors to insure proper payment for services
- Generation of correspondence (letters, emails, reports) related to clients and community partners as needed
Other duties include creation of scheduling templates for clinical faculty, general documents, spreadsheets, databases, meetings, special events, etc. and alerts management of critical issues and upcoming events, managing facilities issues, and ordering supplies.
This role reviews and monitors all NUCASLL administrative work procedures, policies and operational methods; identifies and documents as applicable: Standard Operating Procedures (SOPs); best practices; appropriate filing and audit mechanisms; financial and performance metrics reporting; and regulatory and compliance systems
Documents and Databases
- Based on analysis, research, and/or knowledge of subject matter, professional field and/or topic, prepares and compiles correspondence, reports, etc;
- Creates and/or maintains complex spreadsheets and/or databases and/or reports, queries, charts, forms etc. based on management’s information/ objectives;
- Monitors patient/client charts pulled for clinical faculty for their timeliness, completeness and accuracy, and makes corrections and aids in their preparation as needed.
- Monitors and if needed updates graduate clinician schedules/ clinical hours, financial transaction, and marketing spreadsheets and databases;
- Prepares other reports and queries as assigned.
- Is the primary person responsible for daily financial transactions and reporting for the NUCASLL.
- Responsible for insurance and demographic verification/ charge entry/ update and determination/ collection of patient out-of-pocket costs (copays/ deductibles/ non-covered services and products) for commercial insurance carriers in which clinics are network providers.
- Verifies accuracy and timeliness of commercial insurance billing and coding procedures, monitors insurance reimbursement policies, and updates clinic billing procedures as needed.
- Prepares weekly cash report and takes it to the business office.
- Reconciles bluebook charges with weekly invoices and brings discrepancies to the attention of management and reports bluebook statistics to Fuel Medical and management.
- Identify and resolve billing issues;
- Submit insurance claim follow-ups and manage claim denials;
- Verifies that charges are accurate and posted to the appropriate client account;
- Assists in preparation of annual budget.
- Management of complex clinic schedule (clinical faculty, clients, patients, clinic rooms, graduate student clinicians) with adept triage skills, financial policies and procedures and reports
- Sets-up and cancels meetings based on knowledge of subject and attendees;
- Organizes and coordinates events;
- Oversees completion of all logistics such as advertising, registration, speakers, venues, catering, technology, etc.
Reception (offices in a clinic reception area)
- Oversees and greets patients, clients, and visitors in person and on the phone with a welcoming, helping and can-do attitude, answers questions, schedules appointments, collects contact information and notifies clinical faculty that the patient or client has arrived.
- Triages patients based on age and knowledge of the disorder for purposes of appointment scheduling with the appropriate clinical faculty member based on area of clinical specialty.
- Is well informed about clinics’ services, products, pricing, and specialty services of clinic professional personnel and able to relate this information to patients and clients.
- Understands value propositions of both clinics and assures that administrative staff frequently and properly conveys clinics’ value propositions to all.
- Represents the clinic with various levels of personnel both internally and externally managing and facilitating confidential and/or critical information;
- Responds to inquiries as well as unanticipated and complex issues;
- Researches information to resolve problems or issues;
- Provides a responsive, courteous, customer service-focused, professional environment in which clients, patients, students, and faculty feel welcome to come with questions and requests.
- Responds to graduate student clinician questions, issues, and requests;
- Refers students to appropriate resources.
- Is responsible for duties of other Audiology and SLL administrative assistants when they are absent.
- Performs other duties as required or assigned.
- A HS diploma or equivalent with 5 years of administrative support experience is required;
- Ability to lead and to work independently as well as part of a team;
- Strong written and verbal communication skills; well-organized; excellent attention to detail; ability to multi-task;
- Anticipates demands/ pressures of assignments and adjusts accordingly;
- Self-directed, flexible, and adaptable;
- Displays consistency and success in adhering to deadlines;
- Exhibits energy and desire to achieve; sets ambitious goals and acts decisively; takes action that no one has requested to improve or enhance job results and avoid problems;
- Facilitates open and effective communication, cooperation, and teamwork within and outside of the clinic; respects the needs and contributions of others;
- Regularly monitors internal and external customer satisfaction; provides suggestions to improve quality and value to the customer;
- High degree of judgment, tact, and diplomacy;
- Positive attitude.
Minimum Competencies: (Skills, knowledge, and abilities.)
- Advanced knowledge of Microsoft Office including Word, Excel, PowerPoint, Access, and Publisher, email, and database software programs;
- Must be able to learn multiple software programs quickly;
- Knowledge of financial systems and insurance billing and reimbursement policies and procedures;
- Efficiently and effectively performs duties and responsibilities; displays attention to detail; strong customer-service skills.
Preferred Qualifications: (Education and experience)
- Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
- Five or more years related experience;
- Experience with commercial billing practices, collecting, posting, and submitting claim follow-ups and managing claim denials
- Medical billing certification or willingness to obtain certification
- Intermediate knowledge of CPT and ICD-10 coding
- Intermediate knowledge of HIPAA guidelines
- Experience in a medical setting, clinic, or higher education.
As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.