Priority Access Specialist

Emory Healthcare•Tucker, GA

1d•Onsite

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.

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.
Light physical requirements: 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing).

Responsibilities

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).
Takes initiative to coach in the moment to assist PAAs in handling potential escalations and for improved performance on escalated calls.