Service Specialist

Emory Healthcare•Atlanta, GA

1d•Onsite

About The Position

Job Summary: This role serves as the primary liaison for prospective and current patients and eligible executives. The incumbent is responsible for providing exceptional communication, care coordination, marketing support, and administrative oversight to ensure a seamless, high-quality experience across the Emory Healthcare system and beyond. Primary duties and responsibilities: Patient Communication & Coordination Serves as main liaison for prospective and existing patients, eligible executives, and their families. Coordinates care from initial consultation to post-service follow-up. Works closely with clinical teams (nursing, physicians, navigators) to secure timely appointments and coordinate inbasket messaging and calls. Applies high-level interpersonal skills to ensure smooth care transitions and resolve patient concerns. Serves as a role model for gold-standard customer service. Participates in and supports section-level improvement initiatives to raise satisfaction scores. Investigates and resolves complaints, collaborating with clinic leadership on continuous improvement. Scheduling Expertly schedules Executive Health program appointments across the Emory system. Develops and oversees internal systems to manage patient tracking, communications, and referral follow-ups. Coordinates flow of care and monitors satisfaction touchpoints to enhance the patient experience. Patient Engagement and Development Converts consultations into practice memberships by creating excitement and value. Builds and nurtures a specialty referral network via outreach and educational materials. Identifies target populations and executes targeted marketing campaigns. Coordinates well-being promotions and acts as a brand ambassador for the program. Administrative & Operations Estimates and collects membership and service fees. Assists with revenue cycle functions: billing issues, rejected claims, vendor payments. Works with finance teams to maintain fee schedules and address patient financial concerns. Maintains databases of prospects, eligible, and patients. Tracks consultation-to-conversion metrics and follows up on patient journey milestones. Analyzes satisfaction data and implements changes based on feedback. Marketing and Program Execution Oversee execution of service and wellness promotions. Coordinate seminars and high-impact patient events. Contribute to ongoing quality improvement initiatives and service development. Internal Collaboration Trains administrative staff on initial onboarding and ongoing workflows. Provides expert-level guidance on administrative systems, customer service, and financial protocols

Requirements

High School Diploma or related field
3 years in healthcare administration, executive health, or concierge service settings
Scheduling experience
Superior customer service skillset.
Professionalism and discretion in working with special constituent, high visibility patients and clients.
Ability to work in a fast-paced environment
Relationship management experience.
Exceptional communicator in both oral and written form

Nice To Haves

Associate's Degree in business, English, history or Poly-Sci or related field
Healthcare experience
Fluency in medical terminology
CMR experience
EMR experience
Charge reconciliation experience

Responsibilities

Serves as main liaison for prospective and existing patients, eligible executives, and their families.
Coordinates care from initial consultation to post-service follow-up.
Works closely with clinical teams (nursing, physicians, navigators) to secure timely appointments and coordinate inbasket messaging and calls.
Applies high-level interpersonal skills to ensure smooth care transitions and resolve patient concerns.
Serves as a role model for gold-standard customer service.
Participates in and supports section-level improvement initiatives to raise satisfaction scores.
Investigates and resolves complaints, collaborating with clinic leadership on continuous improvement.
Expertly schedules Executive Health program appointments across the Emory system.
Develops and oversees internal systems to manage patient tracking, communications, and referral follow-ups.
Coordinates flow of care and monitors satisfaction touchpoints to enhance the patient experience.
Converts consultations into practice memberships by creating excitement and value.
Builds and nurtures a specialty referral network via outreach and educational materials.
Identifies target populations and executes targeted marketing campaigns.
Coordinates well-being promotions and acts as a brand ambassador for the program.
Estimates and collects membership and service fees.
Assists with revenue cycle functions: billing issues, rejected claims, vendor payments.
Works with finance teams to maintain fee schedules and address patient financial concerns.
Maintains databases of prospects, eligible, and patients.
Tracks consultation-to-conversion metrics and follows up on patient journey milestones.
Analyzes satisfaction data and implements changes based on feedback.
Oversee execution of service and wellness promotions.
Coordinate seminars and high-impact patient events.
Contribute to ongoing quality improvement initiatives and service development.
Trains administrative staff on initial onboarding and ongoing workflows.
Provides expert-level guidance on administrative systems, customer service, and financial protocols