Patient Access Engagement Specialist

Emory Healthcare•Tucker, GA

3d•$20 - $24•Onsite

About The Position

Acts as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various outpatient/inpatient appointments across Emory Healthcare. Answer inbound calls in high volume call center environment. Greets callers in an enthusiastic manner providing exceptional customer service and positive attitude at all times. Enters all patient demographic, medical and financial information accurately into Epic scheduling system. Maintain basic understanding of insurance, pre-certification and referrals. Performs scheduling functions in accordance with policies and procedures. Responsible for the scheduling, rescheduling and cancellation of all outpatient and procedures These services include but not limited to: radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services. Maintains a good working relationships with physician offices and fellow colleagues within the hospital. Ensures confidentiality of patient information. Communicate and coordinate with other work units and other hospital departments to facilitate accurate and complete registrations/scheduling. Remain current with outpatient procedure knowledge and provides clinical prep instructions to callers as needed. Provide timely responses to all inquiries (verbal/written) regarding patient accounts. The position proactively responds to multiple work queues simultaneously. Also makes outbound calls to schedule patients and assists with the management of physician orders, in a variety of ways. Maintain acceptable productivity standards in high volume call center environment. Actively participates in process improvement by sharing thoughts and ideas in a constructive manner either orally or written form. 100% of work time managing patient interactions, including answering inbound calls, scheduling appointments, and responding to patient inquiries through the chat. Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

Requirements

Minimum 6 months of medical office experience, scheduling environment or call center required.
Strong computer, writing, and customer service skills are essential.
Candidates must actively participate in ongoing training and cross-training to enhance skills and knowledge relevant to the role, ensuring patient satisfaction.

Nice To Haves

AS/BS degree in Business Administration, Healthcare or medical office experience, scheduling environment or call center is preferred.
Preferred scheduling knowledge in various specialties including mammography and bone density.
Previous experience in imaging scheduling, including but not limited to ultrasound, general diagnostic, and MRI, is preferred.
Applicants must maintain quality scores requirements and adhere to scheduling guidelines.
Experience in registration aspects is also preferred, along with the ability to navigate multiple applications effectively.

Responsibilities

Apply in-depth knowledge of imaging protocols to schedule appointments accurately, minimizing rescheduling and ensuring a positive patient experience.
Schedule mammography screenings, diagnostic mammograms, and bone density (DEXA) scans, ensuring accurate entry of patient information into the scheduling system.
Review radiology reports to interpret radiologist recommendations and schedule appropriate appointment types based on clinical needs.
Utilize various imaging scheduling tools, adapting to new technologies as needed to enhance scheduling accuracy and efficiency.
Transcribe, scan, and upload imaging orders into the scheduling system, ensuring precise order entry and adherence to departmental guidelines.
Efficiently schedule Ultrasound, General Diagnostics, and CT imaging appointments, providing patients and clinical staff with necessary preparation instructions.
Manage appointments for advanced imaging modalities, understanding and adhering to specific requirements and protocols for each procedure.
Coordinate complex imaging appointments that require radiologist presence using supplemental scheduling tools, ensuring alignment with departmental schedules.