Patient Access Priority Engagement Specialist Lead

About the position

The function of the Patient Access Priority Engagement Specialist, Lead is responsible for the coordination, communication, and training of the patient access teams for Emory Hospitals in conjunction with the training team. The Lead provides continuity during the initial and ongoing training of employees throughout the patient access teams for Emory Hospitals. This role assists the Supervisor/Manager to define duties and responsibilities of staff, assigns work, monitors progress of work, and ensures timely completion of assigned tasks. The Lead also provides ongoing performance feedback, addresses problems to new and existing employees, and assists with departmental workflow as needed, ensuring timely registrations by staff and cross-training in other Access Departments and Facilities. A thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up is essential. The Lead identifies, handles, and notifies leadership of issues and initiates appropriate action for resolution.

Responsibilities

• Coordinate, communicate, and train patient access teams for Emory Hospitals.
• Assist Supervisor/Manager in defining staff duties and responsibilities.
• Assign work and monitor progress to ensure timely completion of tasks.
• Provide continuity during initial and ongoing training of employees.
• Offer ongoing performance feedback and address problems with employees.
• Assist with departmental workflow and ensure timely registrations.
• Cross-train in other Access Departments and Facilities.
• Maintain understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up.
• Identify and notify leadership of issues and initiate resolution actions.

Requirements

• A Bachelor's degree is preferred.
• A minimum of two years of experience in healthcare, customer service, or a related field required.
• Working knowledge of medical terminology, ICD-9/10, and CPT-4 basics.
• Strong attention to detail and effective communication skills.
• Leadership abilities and proficiency in problem-solving.
• Strong interpersonal interactions, organizational, and customer service skills.
• Ability to manage multiple priorities and proficiency in scheduling and call center software.

Nice-to-haves

• Knowledge and proficiency in Patient Access call center duties and workflows.
• Proficient in scheduling all appointments.
• Demonstrates knowledge of contact center operations.
• Demonstrate leadership characteristics.
• Completion of leadership courses including an individual development plan (IDP).
• Completion of Call center school (supervisor curriculum).

Benefits

• Comprehensive health benefits that start day 1.
• Student Loan Repayment Assistance & Reimbursement Programs.
• Family-focused benefits.
• Wellness incentives.