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This position has closed. Northwestern Medicine removed this listing from their careers page on Sep 25, 2026. The interview prep below is still useful, and there are similar open roles at the bottom of this page.

Patient Services Rep RMG Full-time Days

Northwestern Medicine · Orland Park, IL · Full time · Health Care Provider

Posted Sep 21, 2026 · We last checked this listing on Sep 22, 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 were responsible for money at work.

What they are checking: Whether handling co-pays and balances is familiar, since this role collects daily.

Tell me about a time you made a mistake that affected a patient's appointment.

What they are checking: Whether they will own a mistake plainly, which is what makes them safe at a desk.

What do you do at the end of the day to set up tomorrow?

What they are checking: Whether they prepare, which is what makes a clinic morning work.

Tell me about a coworker you did not get along with. How did you work with them anyway?

What they are checking: Whether they can work with someone they do not like, in a small office where there is nowhere to go.

What have you learned about yourself from working with the public?

What they are checking: Self-awareness, and whether they have reflected on service work at all.

What would you do

A patient owes a balance and is upset about being asked. How do you handle it?

What they are checking: Whether they can hold a policy without making the patient feel judged.

How do you handle a phone call when there is a patient standing in front of you?

What they are checking: A small thing that happens constantly and that patients notice.

How do you keep patient information private in a waiting room where people can hear you?

What they are checking: Practical privacy, which is harder than the policy suggests.

A patient needs an appointment sooner than the schedule allows. What do you do?

What they are checking: Whether they advocate for the patient within the rules, or simply say no.

About the work

Walk me through registering a patient who has never been to this practice before.

What they are checking: Whether they know the full registration sequence, including insurance verification.

How do you verify insurance, and what do you do when it comes back inactive?

What they are checking: The most common front desk problem, and whether they can solve it rather than escalate it.

The daily reconciliation does not balance. Walk me through what you check.

What they are checking: Whether they have a method for finding a discrepancy or just start again.

Practice this interview out loud.

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Practice this out loud

The full job description

As published by Northwestern Medicine.

The Patient Services Representative 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. • Performs customer service functions in the medical practice office. Ensures highest level of customer service is provided to the patients and company representatives over the phone and in person. Performs business office responsibilities. Responsibilities: • Greets patients as they enter the office. Obtains required patient information and performs patient registration, including verifying insurance information and collecting co-pays and outstanding balances. • Obtains and updates patient demographic information and company information from all patients. • Answers phone and schedules appointments. • Directs and documents patient calls as appropriate. • Coordinates scheduling of outside testing for patients. • Serves as liaison between patient and practice. • Provides back-up for scheduling appointments • Performs all aspects of daily work in a manner which contributes to and ensures an environment of patient safety and confidentiality. • Completes daily reconciliation report to assure charges have been entered correctly • Pulls charts and readies them for the next day appointments; files completed patient charts daily. • Files test/procedure results inpatient's medical record after physician has signed off on the results. • Liaisons with company representatives or potential employees to assure correct services are provided. • Reviews Epic chart prior to patient appointments making sure consents are within the past 12 months and the insurance card is current. • Responds to all medical record requests from patients, insurance companies, physician offices, subpoenas, and legal requests per protocol. • Responds to all medical record requests from patients, insurance companies, physician offices, subpoenas, and legal requests per protocol. Required: • High school diploma or GED equivalent. • Zero (0) to two (2) years’ experience in a customer service position. Preferred: • Bachelor’s degree. • One to three years prior Physician office experience required • Working 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.