Priority Access Specialist
About The Position
Emory Healthcares Priority Access Specialists play a vital role in the success of Patient Access. This role is the link between the call center Supervisors and Agents. The overall function of the Team lead is to assist supervisor(s) with the growth and development of team members into patient-centered, high-performing brand ambassadors focused on the delivery of excellent customer service in all patient interactions. Assist Supervisor: Monitor `the floor' to listen/watch for PAAs who may need assistance; including quality performance, call handling issues, observing call volume, etc; Serve as Initial point for call escalations. Track all escalations received. (Date, PAA, MRN, Outcome).
Requirements
- High School Diploma; BA/BS preferred.
- At least 4 years of experience in a customer service, hospitality, call center or sales environment Or 12 months experience in the Patient Access Specialist role and eligible for internal advancement; meets defined call center metrics for progression.
Responsibilities
- Assist supervisor with the growth and development of team members
- Monitor the floor to listen/watch for PAAs who may need assistance
- Serve as Initial point for call escalations
- Track all escalations received
- Coach in the moment to assist PAAs in handling potential escalations and for improved performance on escalated calls
Benefits
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
- Ongoing mentorship, development, leadership programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
