Priority Access Specialist - Referral Management

Emory Healthcare•Tucker, GA

1d•$22 - $27•Onsite

About The Position

The Priority Access Specialist serves as the advanced, high-performing point of contact within Emory Healthcare’s Patient Access Center, delivering exceptional service to patients, families, and referring providers. This role ensures seamless coordination of scheduling, communication, and care access across The Emory Clinic, supporting a positive first impression and a consistently high-quality patient experience. Operating in a fast-paced, high-volume call center, the specialist manages complex scheduling, triages patient and provider requests, and communicates accurately and professionally across clinical and non-clinical teams. This includes sending timely, precise messages for prescription refills and escalated clinical concerns, ensuring appropriate escalation and follow-through. As a senior-level contributor, the Priority Access Specialist demonstrates sustained high performance (continuously meeting or exceeding expectations), advanced subject matter expertise, and serves as a mentor and resource to new team members. The role requires strong independent judgment, exceptional communication skills, and the ability to multitask while maintaining accuracy, empathy, and professionalism.

Requirements

High School Diploma
At least 1 year of experience in a customer service, hospitality, sales, or large contact center environment.
Compassionate, effective communication with patients in high-stress situations.
Ability to prioritize, triage, and route information accurately and efficiently.
Skilled in navigating multiple systems and learning new tools quickly.
Consistently accurate data entry and message communication.
Flexible in a constantly evolving environment, with strong attendance and reliability.
Works effectively with clinical staff and peers to ensure coordinated, timely care delivery.

Responsibilities

Serve as the primary contact for patient access needs, including scheduling across multiple service lines and specialties.
Verify insurance coverage and provide clear, accurate appointment information.
Deliver exceptional customer service by actively listening, resolving concerns, and guiding patients to appropriate resources.
Accurately document patient information in the EHR, ensuring data integrity and compliance.
Communicate effectively with providers regarding refill requests and escalated clinical issues, ensuring timely handling.
Maintain strict adherence to HIPAA, organizational policies, and regulatory standards.