• Accept incoming client troubleshooting calls and make outbound calls in response to email requests • Engage with clients via email, providing clear and prompt communication • Leverage your Windows proficiency, network skills and knowledge of inter-connectivity with servers and printers to prepare and set up laptops and desktops • Conduct basic client account administration in Office 365 and Active Directory • Track scheduled work, proactively communicating changes to all stakeholders, and promptly updating both the schedule and clients as needed • Log detailed case notes in Ntiva's ticketing system and other documentation platforms, ensuring clear and accurate records • Assess the need for documentation updates and inform management of any necessary changes • Maintain a positive and client-centric focus throughout all interactions, fostering trust and building strong client relationships • Maintain meticulous attention to detail to uphold accuracy and efficiency standards

• Consistently practices Patients First philosophy and adheres to high standards of customer service • 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 patients which establish a positive first impression of Northwestern Medicine • Exceeds all consumer requests and alerts management of issues or concerns that require escalation • Correctly identifies and collects patient demographic information in accordance with organization standards • Interacts with various hospital departments and physicians offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner • Reaches out to patients to schedule an appointment as defined • Performs medical necessity checks as necessary for scheduled services • Completes out-of-pocket estimations as requested by patients • Provides training and education as needed • Manages work schedule efficiently, completing tasks and assignments on time • Participates in Quality Assurance reviews to ensure integrity of patient data information • Uses effective service recovery skills to solve problems or service breakdowns when they occur • Utilizes department and hospital policies and procedures to complete assigned tasks • Communicates information to patients regarding questions about physician referrals, insurance referrals, and consultations • Provides professional and constructive environment for communication across units/departments and resolves operational issues.

• Consistently practices Patients First philosophy and adheres to high standards of customer service • Responds to questions and concerns • Maintains patient confidentiality per HIPAA regulations • Provides exceptional customer service to patients • Exceeds all consumer requests and alerts management of issues or concerns • Correctly identifies and collects patient demographic information • Interacts with various hospital departments and physicians offices to effectively schedule and direct patients • Performs medical necessity checks as necessary • Informs patients of any issues with securing their encounter • Completes out-of-pocket estimations as requested by patients

• Management of all types of information systems projects • Prepare project plans, accurately estimates project timeframes and resource requirements • Identify required skill sets, obtain project and resource allocation approvals and assign project tasks ensuring both successful task completion and staff development • Produce project status reports • Manage the project team, including clients, vendors, consultants, and IS staff • Responsible for working with project teams to ensure that established design and quality standards are maintained • Review project team techniques and ensure that IS guidelines are followed for system and integration testing