This job is closed
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About the position
At Emory Healthcare, the Priority Access Specialists play a vital role in the success of Patient Access. This position serves as the link between the call center Supervisors and Agents. The Team Lead assists supervisors with the growth and development of team members into patient-centered, high-performing brand ambassadors focused on delivering excellent customer service in all patient interactions. Responsibilities include monitoring the floor to assist Patient Access Agents (PAAs) who may need help, tracking escalations, and coaching PAAs in real-time to improve performance on escalated calls.
Responsibilities
- Assist supervisor(s) with the growth and development of team members.
- Monitor the floor to listen/watch for PAAs who may need assistance.
- Serve as the initial point for call escalations.
- Track all escalations received, including date, PAA, MRN, and outcome.
- Coach in the moment to assist PAAs in handling potential escalations.
Requirements
- High School Diploma; BA/BS preferred.
- At least 4 years of experience in a customer service, hospitality, call center, or sales environment.
- 12 months experience in the Patient Access Specialist role and eligible for internal advancement; meets defined call center metrics for progression.
Benefits
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
