Patient Arrival Specialist

Emory•Johns Creek, 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 by assisting with patient check-in and administrative tasks and collaborating with clinical and operational teams. The specialist uses strong communication, problem-solving, and customer service skills to address patient needs and support timely service, operational efficiency, and patient satisfaction. The position includes greeting and guiding patients and visitors, supporting registration and appointment-related tasks, addressing concerns, and maintaining entrances, waiting rooms, and designated work areas. The specialist may float or travel to other locations or departments as needed and performs additional duties supporting patient access and departmental operations.

Requirements

High school diploma, GED, or equivalent.
At least 18 years of age and authorized to work in the United States.
Proficiency in English, with 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, and a strong customer service mindset.
Critical thinking and ability to resolve issues quickly while remaining professional and composed in fast-paced environments.
Ability to lift and carry objects up to 25 pounds; standing and walking occasionally to frequently, sitting occasionally, and close eye work involving computers, typing, reading, and writing.

Responsibilities

Greet patients, guests, and employees entering the facility in a warm and professional manner and welcome them in accordance with 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 check on 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 patient records.
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, concerns, and operational needs.
Provide service recovery and escalate concerns 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.