Patient Access Priority Engagement Specialist

Emory•Atlanta, GA

2d•Onsite

About The Position

Responsible for maintaining and monitoring the scheduling guidelines and protocols across multiple sections. May participate in special projects as directed by supervisor or other leadership. Participates in clinic-wide access improvement initiatives. Coordinates training and onboarding of new team members. May perform quality assurance functions and duties. May oversee distribution of work queues and assignments. Monitors team metrics and distributes relevant reports. Serves as functional backup for updates to Workforce Management systems. Must complete Workforce Management systems training within the first 3 months of role (Verint, Blue Pumpkin, Avaya). This position is responsible for multidisciplinary scheduling functions and plays an essential role in facilitating expedient access for employees and internally referred patients within the Emory Healthcare Network. Flexibility and adaptability are required in this position, as duties and responsibilities may vary from day to day. Candidates must be able to work well in an ambiguous environment and learn new processes and procedures quickly. The Patient Access Priority Engagement Specialist coordinates and works with administrative and clinical staff across multiple departments to improve the internal access experience. This role also preforms outbound work and proactively responds to multiple work queues simultaneously. Candidates will exhibit exceptional interpersonal and communication skills with an ability to build and maintain strong working relationships with clinical and administrative staff across multiple departments. Actively monitors provider appointment utilization and ensures priority access standards are met. As identified, reports any access barriers to leadership. Actively monitors team metrics and distributes relevant reports. Effectively coordinates escalations and scheduling of high acuity patients based on the recommendation of the referring provider. Serves as a backup agent for other sections in event of staffing shortages, scheduled time off, and short notice absences. May play a key role in patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high-quality contact experience for the patient with every call. Accurately verifies patient demographics and insurance coverage. Delivers exemplary service experience for internal staff, patients and employees in an effort to streamline the internal referral process. Builds and maintains strong working relationships with administrative and clinical staff across the Emory Healthcare Network. Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

Requirements

A minimum of 1 year of experience in a customer service, hospitality, call center, or sales environment required.
Candidates must adhere to scheduling guidelines, quality scores and demonstrate proficiency in all registration aspects.
The ability to navigate multiple applications, along with strong computer, writing, and customer service skills, is essential.
Participation in ongoing training and cross-training is required to continuously enhance skills and knowledge relevant to the role, ensuring patient satisfaction.
Applicants may be required to work various scheduled hours/shifts, including evenings, nights, weekends, and holidays to support the needs of the operations to ensure excellent patient care.

Nice To Haves

A Bachelors degree in a related field is preferred.
Preferred candidates will have knowledge and experience in imaging scheduling, including but not limited to mammography, bone density, ultrasound, general diagnostic, MRI, computed tomography (CT), nuclear medicine, and positron emission tomography (PET).
Preferred experience in imaging scheduling, including but not limited to interventional radiology (IR), respiratory, nutrition, cardiology (ECHO), cardiac catheterization, electrophysiology (EP), surgery, and vascular.

Responsibilities

Collaborate with hospital departments and imaging services to coordinate appointments, ensuring efficient resource use and streamlined patient care.
Apply meticulous attention to detail in managing complex scheduling aspects, adhering to imaging protocols, and coordinating with radiologists.
Utilize advanced medical knowledge to navigate the complexities of MRI, NM, and PET scheduling, ensuring accuracy and minimizing rescheduling or delays.
Coordinate multiple imaging modalities as needed to provide comprehensive patient care across various imaging services.
Partner with radiologists, technologists, and other healthcare professionals to ensure timely and accurate imaging services for patients.
Schedule interventional radiology procedures, including pre-procedure appointments, ensuring all steps are properly coordinated and patients are fully prepared.
Manage scheduling for complex imaging studies and interventional radiology procedures, requiring an in-depth understanding of specific protocols and requirements.
Collaborate closely with physician clinics, hospital departments, and imaging teams to ensure seamless coordination of patient care, reducing delays and ensuring resource availability.
Leverage critical thinking skills to address scheduling challenges and enhance patient care and operational efficiency.
Efficiently manage multiple tasks while maintaining high attention to detail, ensuring accurate and timely scheduling.