Patient Arrival Specialist

Emory•Johns Creek, GA

About The Position

The Patient Arrival Specialist is 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 by assisting with patient check-in and administrative tasks and collaborating with clinical and operational teams. The specialist addresses patient needs with strong communication, problem-solving, and customer service skills while supporting operational efficiency and patient satisfaction. Responsibilities include greeting and guiding patients and visitors, proactively checking on patients in waiting areas, helping with registration and appointment-related tasks, and responding to questions or concerns. The role also helps maintain clean, organized, and adequately stocked entrances, waiting rooms, and work areas, and may float or travel to other locations or departments as needed. The specialist is expected to demonstrate empathy, compassion, professionalism, and reliability, including in fast-paced environments.

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.
Welcoming demeanor, empathy, and compassion when interacting with patients and families.
Strong customer service mindset focused on patient needs.
Critical-thinking skills to assess situations and resolve issues quickly.
Ability to remain professional and composed in fast-paced environments.
Ability to lift and carry up to 25 pounds; standing, walking, sitting, and close eye work are required.

Responsibilities

Greet patients, guests, and employees entering the facility in a warm and professional manner and follow Emory Healthcare customer service standards.
Serve as the first point of contact and guide patients and visitors upon arrival.
Conduct proactive rounding in waiting areas to ensure comfort and address immediate needs.
Assist patients with check-in, online applications, and basic technical troubleshooting.
Confirm and update patient demographic and insurance information and maintain accurate records.
Schedule appointments and assist with referrals when necessary.
Collect copayments and document transactions properly.
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.
Perform additional duties as assigned to support patient access and departmental operations.