Patient Arrival Specialist

Emory•Atlanta, GA

About The Position

The Patient Arrival Specialist serves as the first point of contact for patients, guests, and visitors entering Emory Healthcare facilities. The role creates a welcoming environment and supports a positive, efficient arrival experience for patients and their families. The specialist assists with patient check-in and administrative tasks, and collaborates with clinical and operational teams to help ensure timely, supportive service. Strong communication, problem-solving, and customer service skills are needed to address patient needs and support operational efficiency and patient satisfaction. The specialist welcomes patients and visitors, guides them upon arrival, and conducts rounds in waiting areas to check on comfort and immediate needs. They assist with check-in and registration, including navigating online applications, troubleshooting basic technical issues, confirming and updating demographic and insurance information, scheduling appointments, assisting with referrals, and collecting copayments with proper transaction documentation. The role also involves responding to questions and concerns, providing service recovery and escalating issues when appropriate, and communicating with internal departments. Additional duties include maintaining clean and organized entrances, waiting rooms, and work areas; stocking supplies; and floating or traveling to other locations or departments as operational needs require. Other responsibilities may be assigned to support patient access and departmental operations. The position requires a welcoming and empathetic manner, a strong customer-service focus, critical thinking, and the ability to remain professional in a fast-paced environment.

Requirements

High school diploma, GED, or equivalent.
At least 18 years of age and authorized to work in the United States.
Proficiency in English and strong written and verbal communication skills.
Strong interpersonal skills and ability to collaborate in a team environment.
Basic digital literacy and ability to navigate computer systems and software applications.
Ability to learn new processes, procedures, and software systems quickly while maintaining attention to detail and accuracy.
Successful completion of required software training upon hire.
Demonstrated reliability, strong attendance, and punctuality.
Ability to lift and carry up to 25 pounds.
Ability to stand and walk occasionally to frequently and sit occasionally.
Ability to perform close eye work, including computer use, typing, reading, and writing.

Responsibilities

Greet patients, guests, and employees entering the facility in a warm and professional manner.
Welcome and guide patients and visitors in accordance with Emory Healthcare customer service standards.
Conduct proactive rounds in waiting areas to check on comfort and address immediate needs.
Assist patients with check-in, online applications, and basic technical troubleshooting.
Confirm and update patient demographic information and insurance details during registration.
Schedule appointments and assist with referrals when necessary.
Collect copayments and properly document transactions.
Communicate with patients, families, staff, and internal departments to address questions and support patient care and operational efficiency.
Provide service recovery when concerns arise and escalate issues to leadership when appropriate.
Maintain clean and organized entrances, waiting rooms, and designated work areas, and ensure supplies are stocked.
Float or travel to other locations or departments as required to support operational needs.
Perform additional duties as assigned to support patient access and departmental operations.