Signature Services AAE Partner

Emory•Atlanta, GA

1d•Hybrid

About The Position

The Signature Services AAE Partner serves as a strategic liaison embedded within Signature Services to connect Advancement & Alumni Engagement (AAE) with frontline patient care operations. This role is responsible for enabling a seamless, high-touch experience for donors, and prospects while supporting philanthropic engagement efforts. The core purpose of this role is to act as the central integration point between Signature Services and AAE-ensuring real-time coordination, relationship intelligence flow, and a consistently elevated concierge experience for high-priority patients and stakeholders.

Requirements

Bachelor's degree required
Minimum 5 years of relevant experience in healthcare, patient services, care coordination, customer service, or related field
Demonstrated experience in relationship management and cross-functional coordination
Change management skills
Strong team building ability: effectively able to motivate, engage and encourage team participation
Exceptional communication and interpersonal skills
Strong relationship-building and stakeholder management capabilities
Ability to operate in a fast-paced, highly visible environment
High level of professionalism, discretion, and service orientation
Strong organizational skills with attention to detail and follow-through
Self-directed and motivated

Nice To Haves

Master's degree preferred (e.g., healthcare administration, business, public health, or related field)
Experience working with high net worth clients, donor populations, or executive-level stakeholders strongly preferred
Master's degree level degree
7 years experience

Responsibilities

Serve as the primary liaison between Development Officers, Signature Services, and clinical teams to coordinate patient navigation support for donors and prospective donors.
Assist the Signature Services team in triaging high-priority navigation requests originating from both Advancement and Alumni Engagement (AAE) and donors themselves.
Work with Development Officers to understand the needs of donors seeking assistance navigating Emory Healthcare services and ensure requests are routed appropriately through Signature Services.
Partner with AAE on timing of initial AAE engagement with unknown prospects in relation to concierge invitations
Monitor the status of navigation requests and provide updates to Development Officers regarding progress, patient satisfaction, and resolution.
Coordinate meetings and the exchange of information with AAE partners related to programming, operational, and relational updates.
Support the Signature Services team with operational needs related to donor and Signature Services navigation requests, including data management, workflow coordination, and coverage support as needed.
Assist with reviewing patient information in the AAE CRM to provide relevant donor data and context when appropriate.
Maintain appropriate documentation and tracking of navigation requests to ensure continuity, confidentiality, and coordinated follow-up. Including noting in AAE CRM that navigation has been requested.
Identify ways to track additional relational information shared by AAE (RM, family tree, etc.) and maintain that data.
Develop subject matter expertise related to donors, potential benefactors, and high-priority individuals interacting with Emory Healthcare and Emory University through navigation services.
Act as the point of contact for AAE and clinicians as relates to patient navigation conversations and needs
Serve as a key front-facing partner for the navigation program for donors or key prospects.
Ensure that donor and potential benefactors' interactions are coordinated in a manner that reflects the priorities and relationship management needs of AAE.
Identify potential grateful patient donor prospects through patient navigation interactions.
Review information available through the AAE CRM and submit for AAE assignment if the relationship is not already managed.
Ensure appropriate documentation of potential prospects and referrals to AAE.
Coordinate with the AAE research team to request information about patients receiving navigation that are unknown to AAE
Maintain and manage the list of individuals suggested for the Concierge and Emory Healthcare Gateway, particularly during program rollout phases.
Gather and organize available data from Signature Services and the AAE CRM on suggested individuals to support review by the working group prior to invitation.
Track invitation status including accepted and declined.
Communicate invitation outcomes to Relationship Managers (RMs) to ensure appropriate awareness.
Coordinate meetings and the exchange of information with AAE partners related to concierge program participation.
Additional Duties as Assigned.
Travel between Emory operating units and affiliated sites