Priority Access Specialist, Emory Elite Patient Access

Emory Healthcare•Tucker, GA

4h•Onsite

About The Position

At Emory Healthcare, we support your professional growth with comprehensive benefits, valuable resources, mentorship, and leadership programs. We offer a supportive environment to help you advance your career. The Priority Access Specialist is crucial to Patient Access success, providing exceptional customer service and acting as a primary contact for patients using Emory Healthcare services. This role involves supporting call center operations by managing inbound inquiries, assisting with scheduling and registration, and ensuring a smooth and positive patient experience. The specialist contributes to a high-performing, patient-centered environment and supports team success through collaboration and adherence to service standards.

Requirements

High school diploma required.
Minimum of four (4) years of experience in customer service, hospitality, call center, or sales environment.
Internal candidates must have a minimum of twelve (12) months experience in a Patient Access role and meet performance metrics for advancement.
Strong customer service and interpersonal skills.
Excellent verbal and written communication skills with appropriate tone and professionalism.
Ability to work in a fast-paced, high-volume call center environment.
Strong problem-solving and critical thinking skills.
Attention to detail and strong organizational abilities.
Ability to quickly learn and adapt to new systems and processes.
Proficiency in call center and scheduling software.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Handle inbound calls in a high-volume call center environment, providing timely and accurate assistance to patients.
Schedule appointments, procedures, and follow-up visits across multiple service lines.
Obtain and verify patient demographic and insurance information for registration and pre-registration.
Provide patients with clear instructions and information regarding appointments, procedures, and next steps.
Deliver professional, courteous, and patient-centered communication in all interactions.
Utilize effective listening skills to understand patient needs and provide appropriate solutions.
Ensure all interactions align with Emory Healthcare’s customer service standards.
Identify and escalate complex patient concerns to appropriate leadership when necessary.
Support resolution of patient inquiries with a focus on efficiency and empathy.
Work collaboratively with team members, supervisors, and other departments to support patient access operations.
Contribute to a positive team environment and support shared goals.
Utilize scheduling systems and call center platforms effectively.
Maintain accuracy and attention to detail when documenting patient information.
Adapt quickly to new systems, workflows, and process updates.
Meet established performance metrics, including call quality, productivity, and service standards.
Maintain consistent attendance and punctuality.
Demonstrate professionalism and accountability in daily responsibilities.
Perform other duties as assigned to support Patient Access operations.