Senior Service Specialist

Emory•Atlanta, GA

1d•Onsite

About The Position

The Senior Service Specialist plays a critical role in supporting the Emory Navigator Program, an exclusive, membership-based service that provides select patients, including corporate executives, high-level professionals, and other distinguished individuals uninterrupted access to world-class care, 24 hours a day, 365 days a year. As the primary liaison for this high-profile patient population, the Senior Service Specialist ensures that each interaction reflects Emory Healthcare's reputation for excellence, discretion, and personalized attention. This position supports patients who have opted into a premier experience, offering seamless navigation across all facets of the Emory system and beyond. In this role, the Senior Service Specialist provides elite-level support in communication, care coordination, scheduling, membership conversion, technical support, marketing, and program execution. With a unique blend of operational precision and empathetic service, this individual sets the gold standard for patient experience while maintaining the highest level of confidentiality and professionalism. The Navigator population relies on this role to remove barriers to care, anticipate needs, and deliver a concierge-like level of service throughout their healthcare journey.

Requirements

High school diploma or equivalent
4 years in high profile customer service
Exceptional communicator in both oral and written form.
Professionalism and discretion in working with special constituent, high visibility patients and clients.
Ability to work in a fast-paced environment
Relationship management experience.
Superior customer service skillset.
Candidates being considered for this role are required to have a minimum of one (1) year of experience as a service specialist, a bachelors degree (masters degree preferred), and demonstrated mastery of the service specialist role.

Nice To Haves

Bachelor's Degree in business or related field
6 years in high profile customer service
Fluency in medical terminology.
CMR experience
EMR experience
Payment reconciliation experience

Responsibilities

Serve as the primary liaison and central point of contact for Navigator members.
Deliver high-touch, concierge-level service with professionalism and discretion.
Manage sensitive and complex situations with empathy, authority, and confidentiality.
Set the gold standard for patient experience and satisfaction.
Ensure each interaction reflects Emory's commitment to excellence.
Resolve concerns proactively based on patient feedback.
Expertly schedule ambulatory, diagnostic, and surgical services.
Coordinate with physicians, nursing, and administrative staff.
Remove barriers to care and ensure seamless transitions across the Emory system.
Meticulously manage patient journeys from first contact to follow-up.
Cultivate relationships with prospective patients and corporate clients.
Drive membership growth and manage consultation conversions.
Implement acceptance strategies and manage detailed member and prospect databases.
Tailor outreach campaigns based on individual preferences and health needs.
Estimate and collect membership fees and out-of-pocket payments.
Confirm insurance benefits and support rejected claim resolutions.
Manage fee schedules and vendor payments.
Act as a resource for billing, coding, and operational improvements.
Oversee execution of service and wellness promotions.
Coordinate seminars and high-impact patient events.
Contribute to ongoing quality improvement initiatives and service development.
Partner with internal teams to improve offerings and patient satisfaction.
Identify trends in feedback and implement proactive solutions.
Nurture cross-functional relationships with departments, vendors, and referring providers.
Participate in strategic planning, team meetings, and staff development.
Assist in onboarding and training new team members.