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This position has closed. Northwestern Medicine removed this listing from their careers page on Oct 6, 2026. The interview prep below is still useful, and there are similar open roles at the bottom of this page.

Patient Liaison/Drug Navigator Oncology Infusion Full time

Northwestern Medicine · Warrenville, IL · Full time · Health Care Provider

Posted Oct 1, 2026 · We last checked this listing on Oct 5, 2026

Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you got a patient access to a medication when the first answer was no.

What they are checking: Persistence and problem solving on behalf of patients, which is the heart of patient advocacy.

What would you do

A patient is due to start an oral chemotherapy next week and their insurance just denied it. Walk me through what you do.

What they are checking: Whether they know the paths, like appeals, manufacturer programs and foundations, and move fast enough to avoid a treatment delay.

How would you explain to a scared patient that their out-of-pocket cost could be several thousand dollars, and what you're doing about it?

What they are checking: Clear, honest explanations of complex financial information delivered with compassion.

A specialty pharmacy tells you the drug can't ship until a form is completed, and the oncologist's office hasn't sent it. What do you do?

What they are checking: Coordinating across pharmacies, payers and clinical teams to remove a bottleneck quickly.

How do you decide which cases to work first when you have urgent new starts and routine renewals due the same week?

What they are checking: Prioritizing urgent medication access while making sure routine renewals do not quietly expire.

About the work

What's the difference between a manufacturer patient assistance program, a copay card and a foundation grant?

What they are checking: Working knowledge of assistance options and who qualifies, especially Medicare patients who cannot use copay cards.

How do Medicare Part B and Part D affect which assistance options a cancer patient can use?

What they are checking: Understanding of Medicare rules, which decide what help is legal and available for many oncology patients.

Walk me through how you'd handle a prior authorization for an infused oncology drug.

What they are checking: Knowing what payers need, how to work with the clinical team and how to track it to approval.

You support all five West Region locations. How do you keep track of dozens of active cases and renewal dates so nothing lapses?

What they are checking: Case-management discipline across high-volume, time-sensitive work, which the posting stresses.

What do you document on an assistance case, and why does it matter?

What they are checking: Thorough documentation so cases can be picked up by others and audited without gaps.

How do you protect patient confidentiality when you're sharing information with manufacturers and foundations?

What they are checking: Awareness of HIPAA and sharing only what is needed with outside organizations.

Practice this interview out loud.

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The full job description

As published by Northwestern Medicine.

Drug Navigator Position Summary The Drug Navigator supports patients across all five West Region locations by identifying, securing, and coordinating prescription financial assistance. The position manages active assistance cases and new inquiries, helps patients understand available options, and works with clinical teams, payers, manufacturers, specialty pharmacies, and local pharmacies to reduce financial barriers and prevent delays in treatment. Key Competencies • Strong organization and case-management skills, with the ability to manage high-volume, time-sensitive work across multiple locations. • Working knowledge of prescription assistance programs, insurance benefits, prior authorizations, Medicare and Medicaid requirements, and specialty pharmacy workflows. • Ability to explain complex financial and insurance information clearly to patients and clinical partners. • Strong follow-through, attention to detail, documentation, and problem-solving skills. • Ability to prioritize urgent medication access needs while maintaining routine renewals and active cases. Commitment to patient advocacy, confidentiality, and collaborative service The Patient Liaison reflects the mission, vision, and values of Northwestern Memorial, 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 Patient Liaison is primarily responsible for overseeing the service experience for all patients and for ensuring optimal use of all practice resources. The Patient Liaison serves as a resource to patients and staff alike by establishing strong relationships, providing them with necessary information and advocating on their behalf as needed. RESPONSIBILITIES • Manages schedules to make best use of all resources including providers, rooms and equipment. • Performs schedule maintenance activities such as opening and closing clinic templates and coordinates care alternatives for patients impacted by changes. • Communicates with patients and/or clinical staff as necessary to ensure patient compliance with prescribed treatment plan. • Assists Practice Manager with data collection and analysis related to physician productivity and resource utilization. • Facilitates the resolution/prevention of billing errors and denials – including obtaining pre-certifications or referrals as needed. • Registers patients and schedules or coordinates the scheduling of appointments. • Provides patient education information and/or materials as needed. • Maintains a strong relationship with patients, internal providers and staff, external hospital departments, physician offices and vendors. • Answers all incoming inquiries from patients, providers, staff and others related to all aspects of practice operations. • Conducts follow-up with patients to ensure compliance with all testing, prescriptions and the plan of care. • May perform other duties as assigned. Required : • High School Diploma or GED equivalent. • 2 years previous healthcare experience. • Experience in a customer service role. Preferred : • Bachelor’s degree. • Previous experience with an electronic medical record system. • Knowledge of medical terminology. 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. Click on or copy and paste URL to your browser to view detailed benefits information NorthwesternMedicine Career Page https://jobs.nm.org/benefits Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings. If sign-on bonus is included in a job posting eligibility is as followed: 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 as a Registered Nurse at NM may be eligible.